Remote Live Chat Specialist - Customer Support

Sales Match; Ogden (UT); Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Fully remote

Onboarding and training

Regular check-ins

Career development

Health coverage

401(k)

Job summary

Sales Match is seeking a Live Chat Specialist to join a fully remote team. The role supports customers through live chat and email, collaborates with product and service teams, and requires a 40-hour weekly commitment.

Located for remote work from Utah, United States, you will use Intercom, Freshdesk, and Dynamics 365, ensuring accurate handoffs and high-quality responses. The position emphasizes clear written communication and professional tone.

Qualifications

• High school diploma or equivalent required.
• 1–2 years in live chat, email support, or related customer service preferred.
• Familiar with tickets, histories, product information, and escalation needs.
• Able to use chat, CRM, knowledge base, calendar, and spreadsheet tools.

Responsibilities

• Answer customer questions via live chat and email, directing to solutions.
• Review CRM data before providing account-specific guidance.
• Handle emails using Freshdesk and link tickets to conversations.
• Consult Confluence for product info and approved steps.
• Ask clear questions and provide written, actionable instructions.
• Escalate unresolved issues with relevant context and steps.
• Track follow-ups using Outlook and inform customers of progress.
• Summarize recurring questions in Sheets and suggest improvements.
• Close conversations with complete notes and proper categorization.

Skills

Live chat experience

Email support

Customer service

Written communication

Problem solving

Education

High school diploma or equivalent

Tools

Intercom

Microsoft Dynamics 365

Freshdesk

Confluence

Google Sheets

Microsoft Outlook

Job description

Sales Match is seeking a Live Chat Specialist to join a fully remote team. The role supports customers through live chat and email, collaborates with product and service teams, and requires a 40-hour weekly commitment.

Located for remote work from Utah, United States, you will use Intercom, Freshdesk, and Dynamics 365, ensuring accurate handoffs and high-quality responses. The position emphasizes clear written communication and professional tone.