Remote Online Support Specialist

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking an Online Support Agent to handle customer chats, emails, and tickets from a fully remote home office based in Florida. The role requires a 40-hour weekly commitment and collaboration with the customer service team lead, product specialists, and fellow agents to resolve inquiries efficiently.

Responsibilities include validating issues, referencing knowledge bases, and providing clear, actionable guidance.

Qualifications

• Familiarity with online product information, account navigation, and common service questions.
• Ability to learn support platforms, CRM tools, shared knowledge resources, email systems, and digital collaboration tools.
• Clear written communication and accurate typing.
• Understanding of issue tracking, including recording progress, recognizing unresolved questions, and routing requests to the appropriate support contact.
• Availability for the 40-hour weekly commitment and US work authorization.

Responsibilities

• Review incoming chats, emails, and service tickets in a support platform such as Zendesk, checking existing conversations before responding to each customer's current question.
• Confirm the customer's stated issue, ask relevant clarifying questions, and review account context in a CRM such as Microsoft Dynamics 365 before choosing next steps.
• Find approved product details and service instructions in a knowledge base such as Notion, checking that guidance matches the customer's situation before sharing it.
• Answer customer emails through an email platform such as Gmail, using straightforward language and clear steps that address every part of the original inquiry.
• Respond directly to live chats, explain available options without making unsupported promises, and confirm whether the customer needs additional clarification before ending the conversation.
• Record the issue, checks completed, response given, and next action in the ticket so another agent can continue the conversation without repeating questions.
• Use a productivity suite such as Google Workspace for collaboration, a word processor such as Google Docs for handoff summaries, and a cloud storage platform such as Google Drive for approved reference files.
• Escalate unresolved questions or conflicting instructions to the customer service team lead through a team messaging platform such as Slack, summarizing findings and customer expectations.
• Review pending tickets for missing replies, request updates from the responsible support contact, and follow up with customers when requested information becomes available.
• Close resolved tickets after confirming the outcome; quality is judged through response accuracy, turnaround, complete notes, and timely follow-up rather than unsupported assumptions.

Skills

Clear written communication

Accurate typing

Explain steps logically

Issue tracking

40-hour workweek

Education

High school diploma or equivalent

Tools

Zendesk

Microsoft Dynamics 365

Notion

Gmail

Slack

Google Workspace

Google Docs

Google Drive

Job description

Talentoma is seeking an Online Support Agent to handle customer chats, emails, and tickets from a fully remote home office based in Florida. The role requires a 40-hour weekly commitment and collaboration with the customer service team lead, product specialists, and fellow agents to resolve inquiries efficiently.

Responsibilities include validating issues, referencing knowledge bases, and providing clear, actionable guidance.