Online Support Specialist

Talentoma; Texas; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking an Online Support Specialist to handle chat and email inquiries from a remote home office in Texas. You will review conversations, provide accurate information, and record resolutions with clear notes.

The role reports to a customer service team lead and collaborates with internal contacts to resolve issues. Candidates should have 1–2 years in chat or email support, strong written English, and access to a reliable home setup.

Qualifications

• 1–2 years of chat or email support experience preferred.
• Clear written English and professional online etiquette.
• Familiarity with support queues and interaction histories.
• Ability to explain service information in concise steps.
• Strong judgment with private customer information.
• Reliable home office setup and 40-hour weekly availability.
• Authorized to work in the United States and US remote work.

Responsibilities

• Review chat conversations and email tickets to identify the question and next steps.
• Check customer details in a CRM before responding and note missing information.
• Ask follow-up questions to understand needs and applicable service info.
• Write courteous responses using approved snippets and tools.
• Explain website navigation and service features with clear steps.
• Record checks, answers, and next actions for seamless handoffs.
• Follow up as details emerge and manage unresolved conversations.
• Escalate exceptions to the team lead with context and steps tried.
• Confirm resolution and ensure accurate notes and next steps.

Skills

Chat support

Written English

CRM knowledge

Attention to detail

Escalation handling

Education

High school diploma or equivalent

Tools

Freshdesk

Zoho CRM

TextExpander

Snagit

Job description

Monthly Pay

$3,533 - $4,962 USD per month

Summary

A customer question arrives through chat or email, gets checked, answered, recorded, and closed with clear notes. The Online Support Specialist provides focused online support that helps customers understand product or service information and resolve routine questions without repeating their concerns. The role sits within the support team, works under a customer service team lead, and collaborates with customers and internal service contacts on unresolved requests. This is a fully remote, work from home position based in Texas, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming chat conversations and email tickets in a support platform such as Freshdesk, identifying the question, request history, and appropriate next step.
• Check relevant customer details and previous interactions in a CRM such as Zoho CRM before responding, noting missing information without requesting unnecessary personal details.
• Ask clear follow-up questions to understand what the customer needs, distinguish separate concerns, and establish which approved service information applies to the request.
• Write courteous chat and email responses using a text expansion tool such as TextExpander, adapting approved snippets rather than sending unrelated standard replies.
• Explain website navigation and service features with clear written steps, using a screen capture tool such as Snagit when an annotated screenshot would help.
• Record the question, checks completed, answer provided, and outstanding actions so another support team member can continue the conversation without asking customers to repeat information.
• Follow up when customers provide additional details or internal answers become available, keeping unresolved conversations organized and communicating realistic next steps without unsupported promises.
• Escalate exceptions, conflicting service information, or persistent access difficulties to the customer service team lead, including relevant context and the steps already attempted.
• Confirm resolution before closing tickets and review completed conversations against accuracy, turnaround, complete notes, appropriate follow-up, and clear customer communication standards.

Qualifications

• High school diploma or equivalent.
• Approximately 1-2 years of chat, email, or related customer support experience preferred, particularly work involving written answers and ongoing customer conversations.
• Familiarity with support queues, customer interaction histories, ticket categories, and approved product or service resources.
• Clear written English, professional online etiquette, and the ability to explain service information in concise, understandable steps.
• Sound judgment when handling private customer information, recognizing suspicious links, and choosing approved channels for sharing screenshots.
• Ability to compare information across conversations, identify unanswered questions, and recognize when guidance from the team lead is needed.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Texas, supporting customers through desk-based chat and email interactions.
• Structured onboarding and training on the named systems, response standards, and escalation procedures used throughout the support workflow.
• Regular check-ins with the team lead to discuss questions, review conversations, and reinforce consistent service practices.
• Opportunities to build written support, customer information handling, queue prioritization, and practical service resolution skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.