Remote Online Support Specialist

Sales Match; Jacksonville (FL); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote

Onboarding & training

Regular check-ins

Skill development

Health coverage

Paid leave

401(k)

Job summary

Sales Match is seeking an Online Support Agent to handle customer chats and emails from a fully remote home-based setup in Florida, USA. The role requires a 40-hour weekly commitment and involves using Zendesk, Gmail, and CRM systems to deliver clear, accurate support and to document conversations for seamless handoffs.

Successful candidates will have a high school diploma, strong written communication, and the ability to learn and adapt to multiple platforms while maintaining customer focus and

Qualifications

• High school diploma or equivalent.
• No experience required; related experience answering customer questions through chat, email, or other written service channels is preferred.
• Familiarity with online product information, account navigation, common service questions, and the difference between confirmed information and assumptions.
• Ability to learn support platforms, CRM tools, shared knowledge resources, email systems, and digital collaboration tools.
• Clear written communication, accurate typing, and the ability to explain several steps in a logical, readable sequence.
• Understanding of issue tracking, including recording progress, recognizing unresolved questions, and routing requests to the appropriate support contact.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations discreetly.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Responsibilities

• Review incoming chats, emails, and service tickets in a support platform such as Zendesk.
• Confirm the customer's issue, ask clarifying questions, and review CRM context.
• Find approved product details in a knowledge base before sharing guidance.
• Answer customer emails using clear language and steps that address the inquiry.
• Respond to live chats, explain options, and confirm if more clarification is needed.
• Record the issue, checks, response, and next action in the ticketing system.
• Use Google Workspace for collaboration and Google Drive for reference files.
• Escalate unresolved questions to the team lead with findings.
• Review pending tickets and follow up with customers as information becomes available.
• Close resolved tickets with accurate notes and timely follow-up.

Skills

Clear written communication

Accurate typing

Explain steps clearly

Problem solving

Education

High school diploma or equivalent

Tools

Zendesk

Microsoft Dynamics 365

Notion

Gmail

Slack

Google Workspace

Google Docs

Google Drive

Job description

Sales Match is seeking an Online Support Agent to handle customer chats and emails from a fully remote home-based setup in Florida, USA. The role requires a 40-hour weekly commitment and involves using Zendesk, Gmail, and CRM systems to deliver clear, accurate support and to document conversations for seamless handoffs.

Successful candidates will have a high school diploma, strong written communication, and the ability to learn and adapt to multiple platforms while maintaining customer focus and