Online Support Representative

Job Title: Online Support Representative

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

A customer question arrives, gets checked, answered, recorded, and closed with clear notes. The Online Support Representative handles online support requests so customers can understand product or service information and move forward with confidence. This role sits on the support team and works under a customer service team lead while partnering with fellow representatives and internal product or service contacts. Communication takes place through chat and email, with careful review of each request before a response is sent. This is a fully remote, work from home position based in Pennsylvania, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through chat and email queues, identify the request, and acknowledge the customer promptly.

• Review account details, previous conversations, and available product or service information before preparing an accurate response.

• Use a support platform such as Freshdesk to create, update, categorize, and close service tickets with clear notes.

• Use a live chat such as Crisp to manage active conversations, provide timely updates, and maintain a professional tone.

• Use a CRM such as Zoho CRM to review customer context and record relevant interaction details after each contact.

• Explain available product or service information in plain language and confirm that the customer’s question has been addressed.

• Request missing details through chat or email when a question cannot be resolved from the information provided.

• Follow up on open requests, communicate status updates, and keep customers informed until the matter is complete.

• Escalate unusual, repeated, or unresolved questions to the customer service team lead with a concise summary and supporting notes.

• Organize routine tracking in a spreadsheets and data entry tool such as Airtable when assigned by the team lead.

• Meet quality expectations through accurate responses, timely turnaround, complete notes, and appropriate follow-up.

Qualifications:

• High school diploma or equivalent.

• No experience required, related experience preferred.

• Interest in supporting customers through written online conversations and email-based requests.

• Familiarity with navigating web-based systems, chat tools, and customer information screens is preferred.

• Ability to read customer questions carefully and provide clear, respectful, and helpful written responses.

• Ability to learn a support platform such as Freshdesk, a live chat such as Crisp, and a CRM such as Zoho CRM.

• Comfort following established response guidance and asking for direction when information is unclear.

• Ability to maintain focused, accurate work while managing several incoming requests during a shift.

• Reliable computer, high-speed internet, quiet private workspace, and 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 Pennsylvania, United States.

• Structured onboarding and training on Freshdesk, Crisp, Zoho CRM, and Airtable.

• Regular check-ins with the customer service team lead for feedback, questions, and support.

• Opportunity to build skills in written customer assistance, online request handling, service ticket updates, and product knowledge.

• Health coverage, paid leave, a 401(k), maternity leave, and stipends.