Remote Messaging Support Specialist

Talentoma; Tacoma (WA); Remoto; USD 48.000 - 66.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work from home

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Descrizione del lavoro

Talentoma is seeking a Messaging Support Specialist to join our remote customer support team in the United States. You will manage emails and chats, craft concise responses, and collaborate with product specialists to resolve inquiries.

The role requires a 40-hour work week, the ability to work from home in Washington, and careful documentation of interactions in our support systems like Zendesk and Zoho CRM. Prior chat/email support experience is preferred.

Competenze

• High school diploma or equivalent.
• 1-2 years of chat/email customer support experience.
• Authorized to work in the United States.
• Ability to work remotely with reliable internet.
• Excellent business writing and clear communication.

Mansioni

• Review incoming email and chat tickets in a Support platform such as Zendesk, checking urgency, previous replies, and outstanding customer questions before responding.
• Check customer account context in a CRM such as Zoho CRM, verifying relevant service details against the information provided in the conversation.
• Write concise, personalized responses that explain product features, service information, account access steps, and available next actions in plain language.
• Guide customers through basic browser and account access checks, asking focused questions and confirming what happens after each suggested step.
• Manage active messaging conversations carefully, keeping replies consistent and letting customers know when additional investigation is needed rather than guessing.
• Record the inquiry, checks completed, guidance provided, and unresolved questions so another support team member can understand the case without restarting it.
• Escalate unresolved product issues to product specialists and sensitive or repeated service concerns to the customer service team lead, including relevant context.
• Follow up on pending tickets when updates arrive, confirm whether the proposed solution worked, and explain any remaining steps to the customer.
• Close resolved conversations with complete notes and clear outcomes, and flag recurring questions that could improve shared reference materials.

Conoscenze

Customer support experience

Strong writing

Remote work setup

Formazione

High school diploma

Strumenti

Zendesk

Zoho CRM

Descrizione del lavoro

Talentoma is seeking a Messaging Support Specialist to join our remote customer support team in the United States. You will manage emails and chats, craft concise responses, and collaborate with product specialists to resolve inquiries.

The role requires a 40-hour work week, the ability to work from home in Washington, and careful documentation of interactions in our support systems like Zendesk and Zoho CRM. Prior chat/email support experience is preferred.