Chat Support Agent

Job Title: Chat Support Agent

Monthly Pay: $3,964 - $5,334 USD per month

Summary:

A customer question arrives by chat or email, gets checked, answered, recorded, and closed with clear notes. As a Chat Support Agent, you handle each step directly, helping customers understand product or service information and resolve everyday questions without unnecessary handoffs. You sit within the customer support team, work under a customer service team lead, and coordinate with teammates when requests need additional review. This fully remote, desk-based position lets you work from home in Oregon, United States, while keeping customer conversations organized and responses consistent. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through a Live chat such as Zendesk and an email queue, reviewing incoming messages to understand what assistance each customer needs.
• Read the conversation history and ask focused clarifying questions before answering, avoiding repeated requests for information the customer has already provided.
• Check current product or service information against approved help resources so responses reflect available features, service steps, and support options.
• Use a Support platform such as Salesforce Service Cloud to create or update service tickets, assign relevant categories, and maintain clear conversation notes.
• Review customer contact history in a CRM such as Salesforce to understand earlier interactions and keep relevant customer information accurate.
• Write direct, courteous chat and email replies that explain the next step, adapting standard response templates to the customer's actual question.
• Guide customers through routine service steps, checking their understanding and confirming whether the suggested action resolved the original concern.
• Escalate unresolved questions, conflicting information, or requests outside your authority to the customer service team lead with a concise summary of checks completed.
• Follow up on open tickets when additional information arrives or an agreed update is due, keeping customers informed until a clear outcome is available.
• Confirm resolution before closing tickets; quality is judged through response accuracy, turnaround, complete notes, appropriate escalation, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related chat, email, or customer support experience preferred, including experience answering questions in a service setting.
• Ability to read customer messages carefully, distinguish the main question from background details, and identify missing information.
• Clear written English, accurate spelling and grammar, and a courteous approach when explaining unfamiliar service steps.
• Basic digital literacy and comfort moving between browser-based conversations, customer profiles, help resources, and service tickets.
• Willingness to learn the named systems, use approved information, and apply feedback from response reviews and training exercises.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations without distractions.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in Oregon, with all responsibilities completed through desk-based customer support channels.
• Structured onboarding and training on the named systems, including guided practice with conversations, customer profiles, ticket updates, and help resources.
• Regular check-ins with the team lead to review questions, discuss response quality, and clarify next steps for challenging requests.
• Opportunities to build written service skills, digital literacy, information evaluation, and confidence handling customer questions from arrival through resolution.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.