Remote Ecommerce Support Specialist

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking an Ecommerce Specialist to support customers with online orders, product details, returns, and store navigation. This fully remote role operates within New York time zones and the ecommerce support team, focusing on clear written communication and timely responses.

You will use Magento, Freshdesk, and Pipedrive to review orders, respond to inquiries, and coordinate with product information and operations.

Qualifications

• High school diploma or equivalent.
• 1-2 years ecommerce support or related experience preferred.
• Familiarity with online shopping workflows and customer questions preferred.
• Experience using Magento to review storefront and order information preferred.
• Experience using Freshdesk and Pipedrive to manage customer requests preferred.
• Ability to explain product details and next steps clearly to customers.
• Strong written communication for email and ticket responses.
• Ability to manage a queue of customer requests and coordinate with the right contact.
• Reliable equipment and quiet workspace with 40-hour weekly availability.
• Authorization to work in the United States.
• Fully remote work supporting customers via online store systems.
• Structured onboarding and training on Magento, Freshdesk, Pipedrive, and workflows.

Responsibilities

• Receive customer questions through support channels and prioritize by urgency.
• Review order details, product descriptions, availability, returns, and store information.
• Use Magento to review product pages, variations, and storefront data.
• Record interactions and outcomes in Pipedrive for team context.
• Guide customers through store navigation, account access, and checkout steps.
• Coordinate with product information for clarifications or corrections.
• Follow up with customers and provide updates until resolution.
• Escalate unresolved issues to the team lead or operations contact.
• Identify patterns in questions to improve help articles and storefront info.
• Maintain high-quality responses, timely turnaround, and thorough ticket notes.

Skills

Written communication

Customer support

Time management

Remote work

Attention to detail

Education

High school diploma

Tools

Magento

Freshdesk

Pipedrive

Job description

Talentoma is seeking an Ecommerce Specialist to support customers with online orders, product details, returns, and store navigation. This fully remote role operates within New York time zones and the ecommerce support team, focusing on clear written communication and timely responses.

You will use Magento, Freshdesk, and Pipedrive to review orders, respond to inquiries, and coordinate with product information and operations.