Remote Online Support Specialist (Michigan)

Sales Match; Detroit (MI); Remote; USD 39.000 - 55.000; Vollzeit

Benefits dieser Stelle

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Zusammenfassung

Sales Match is seeking an Online Support Representative to handle chat and email inquiries from home in Michigan. The role entails reviewing conversations, coordinating with the support team, and providing clear, helpful guidance, with escalation as needed.

A 40-hour week and varying shifts are required for this fully remote position. Candidates should have a high school diploma; no experience required, though related support experience is a plus.

Qualifikationen

• High school diploma or equivalent.
• No experience required; related chat, email, or customer support experience preferred, including experience answering questions in an organized written format.
• Ability to learn customer support systems, search conversation history, and maintain clear notes while moving between several browser-based tools.
• Authorization to work in the United States.

Aufgaben

• Receive customer questions from email and chat queues through a support platform such as Freshdesk, reviewing the conversation history before responding.
• Check the customer's stated concern, relevant account information, and previous service tickets in a CRM such as HubSpot to avoid repeated questions.
• Ask focused questions through a live chat tool such as Intercom, confirming what the customer needs without requesting unnecessary personal information.
• Find current product or service information in a knowledge base platform such as Confluence and check that guidance matches the customer's situation.
• Write clear, courteous replies that explain available options, practical next steps, and any information still needed to move the request forward.
• Use a text expansion tool such as TextExpander for approved response templates, adapting each message so it answers the actual question rather than sounding automatic.
• When helpful, use a screen capture tool such as Snagit to show navigation steps, keeping customer details out of shared images.
• Record the question, checks completed, response provided, and next action in the service ticket so another support colleague can continue the conversation.
• Follow up on unanswered questions and pending internal responses; escalate unresolved concerns, conflicting guidance, or repeated service difficulties to the customer service team lead.
• Confirm resolution before closing requests when possible; quality is judged by accuracy, turnaround, complete notes, and dependable follow-up rather than speed alone.

Kenntnisse

Clear writing

Attention to detail

Organized communication

Team collaboration

Ausbildung

High school diploma or equivalent

Tools

Freshdesk

HubSpot

Intercom

Confluence

TextExpander

Snagit

Jobbeschreibung

Sales Match is seeking an Online Support Representative to handle chat and email inquiries from home in Michigan. The role entails reviewing conversations, coordinating with the support team, and providing clear, helpful guidance, with escalation as needed.

A 40-hour week and varying shifts are required for this fully remote position. Candidates should have a high school diploma; no experience required, though related support experience is a plus.