Remote Omnichannel Support Specialist

Sales Match; Greenville (SC); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote (SC)

Zendesk & Salesforce onboarding

Regular check-ins

Cross-channel support

Health coverage

Paid leave

401(k) plan

Maternity leave

Bonus opportunities

Job summary

Sales Match is seeking an Omnichannel Support Representative to answer customer questions across chat and email, guiding them through product information with clear, concise language. This fully remote position is based in South Carolina and requires a 40-hour work week with flexible shifts.

The role collaborates with the support team and internal specialists, uses Zendesk and Salesforce, and emphasizes accurate notes, timely follow-up, and consistent ticket handoffs to maintain context across

Qualifications

• High school diploma or equivalent.
• No experience required; related experience handling customer questions through chat, email, or other written channels preferred.
• Strong written communication and the ability to proofread messages for meaning, tone, and missing information before sending.
• Ability to learn ticket queues, customer profiles, internal reference materials, and status updates in the named support and CRM systems.

Responsibilities

• Receive customer questions through shared chat and email queues, identify the reason for contact, and review earlier conversations before responding.
• Use a support platform such as Zendesk to organize service tickets, assign accurate categories, and keep each conversation connected across channels.
• Check relevant customer details and contact history in a CRM such as Salesforce, confirming information needed to understand the request without asking customers to repeat available details.
• Explain approved product or service information in clear language, adapting response length and tone to the channel and the customer's question.
• Guide customers through routine account access questions and service navigation using established instructions, checking whether each suggested step addresses the concern.
• Record the customer's request, checks completed, guidance provided, and next action so another representative can continue the conversation without losing context.
• Follow up on unanswered questions or pending internal responses, giving customers realistic status updates based on available information rather than unsupported promises.
• Escalate unresolved requests, repeated issues, or questions outside approved guidance to the customer service team lead or appropriate internal specialist with complete context.
• Confirm whether the answer resolved the question, summarize any remaining steps, and update ticket status before closing or handing over the conversation.
• Meet quality standards measured through answer accuracy, turnaround, complete notes, and timely follow-up, using review feedback to improve future customer responses.

Skills

Written communication

Customer service basics

System learning ability

Attention to detail

Time management

Remote work readiness

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Sales Match is seeking an Omnichannel Support Representative to answer customer questions across chat and email, guiding them through product information with clear, concise language. This fully remote position is based in South Carolina and requires a 40-hour work week with flexible shifts.

The role collaborates with the support team and internal specialists, uses Zendesk and Salesforce, and emphasizes accurate notes, timely follow-up, and consistent ticket handoffs to maintain context across