Remote Messaging Support Specialist

Talentoma; Pennsylvania; Remoto; USD 39.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Descrizione del lavoro

Talentoma is seeking a Messaging Support Agent to help customers via live chat and email, delivering clear information and practical next steps. This fully remote role is based in Pennsylvania, United States, with structured onboarding and teamwork within the customer service group.

The role emphasizes responsiveness, accurate notes, and escalation when needed; a 40-hour week, flexible shifts, and access to Zendesk, Intercom, and HubSpot platforms.

Competenze

• High school diploma or equivalent.
• No experience required; related experience answering customer questions through chat, email, or another service channel is preferred.
• Ability to read customer messages carefully, identify the main question, and ask for relevant clarification without making assumptions.
• Clear written communication, including accurate spelling, grammar, proofreading, and a professional tone when customers are confused or frustrated.
• Basic understanding of service tickets, customer interaction histories, and how approved reference information supports consistent responses.
• Willingness to learn the named support, chat, and CRM systems, including ticket updates, conversation searches, and clear handovers.
• Ability to prioritize waiting messages, maintain accurate notes, and recognize when a request needs a team lead's guidance.
• 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, with customer conversations and team coordination handled through digital channels.
• Structured onboarding and training on a support platform such as Zendesk, a live chat such as Intercom, and a CRM such as HubSpot.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce consistent service practices.
• Opportunities to build message prioritization, proofreading, customer questioning, and ticket follow-up skills through everyday support work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.

Mansioni

• Receive incoming customer emails and service tickets through a support platform such as Zendesk, reviewing the request and earlier exchanges before responding.
• Answer customer messages through a live chat such as Intercom, using clear greetings, focused questions, and straightforward explanations suited to the conversation.
• Check customer contact information and relevant interaction history in a CRM such as HubSpot before discussing an existing request or updating its status.
• Clarify the customer's question, identify missing information, and consult approved product or service information rather than guessing at an answer.
• Guide customers through routine account navigation and service questions, explaining each step in plain language and confirming whether the guidance helped.
• Record the question, checks completed, response provided, and next action in the service ticket so another teammate can understand the exchange.
• Keep customers informed when an answer requires further review, setting appropriate expectations without promising an outcome or an unconfirmed response time.
• Escalate unresolved questions, repeated difficulties, or requests outside your authority to the customer service team lead with concise context and supporting notes.
• Review pending tickets, follow up when requested information becomes available, and confirm the outcome before marking an exchange complete or handing it over.
• Meet quality expectations through accurate answers, appropriate turnaround, complete notes, and consistent follow-up; use feedback to improve future chat and email responses.

Conoscenze

Clear written communication

Attention to detail

Reading and clarifying messages

Fast learner

Formazione

High school diploma or equivalent

Strumenti

Zendesk

Intercom

HubSpot

Descrizione del lavoro

Talentoma is seeking a Messaging Support Agent to help customers via live chat and email, delivering clear information and practical next steps. This fully remote role is based in Pennsylvania, United States, with structured onboarding and teamwork within the customer service group.

The role emphasizes responsiveness, accurate notes, and escalation when needed; a 40-hour week, flexible shifts, and access to Zendesk, Intercom, and HubSpot platforms.