Omnichannel Support Representative

Job Title: Omnichannel Support Representative

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

Summary:

Accurate answers, complete notes, and dependable follow-up define good work in this omnichannel support role. The Omnichannel Support Representative answers customer questions across chat and email, helping customers understand product or service information without repeating their concerns when channels change. The position sits within the support team, works under a customer service team lead, and collaborates with other representatives and internal specialists to resolve inquiries. This is a fully remote, work from home position based in South Carolina, United States, with all duties performed at a desk using online systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through shared chat and email queues, identify the reason for contact, and review earlier conversations before responding.
• Use a support platform such as Zendesk to organize service tickets, assign accurate categories, and keep each conversation connected across channels.
• Check relevant customer details and contact history in a CRM such as Salesforce, confirming information needed to understand the request without asking customers to repeat available details.
• Explain approved product or service information in clear language, adapting response length and tone to the channel and the customer's question.
• Guide customers through routine account access questions and service navigation using established instructions, checking whether each suggested step addresses the concern.
• Record the customer's request, checks completed, guidance provided, and next action so another representative can continue the conversation without losing context.
• Follow up on unanswered questions or pending internal responses, giving customers realistic status updates based on available information rather than unsupported promises.
• Escalate unresolved requests, repeated issues, or questions outside approved guidance to the customer service team lead or appropriate internal specialist with complete context.
• Confirm whether the answer resolved the question, summarize any remaining steps, and update ticket status before closing or handing over the conversation.
• Meet quality standards measured through answer accuracy, turnaround, complete notes, and timely follow-up, using review feedback to improve future customer responses.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience handling customer questions through chat, email, or other written channels preferred.
• Understanding of basic customer support practices, including conversation continuity, clear explanations, and respectful handling of frustrated customers.
• Ability to learn ticket queues, customer profiles, internal reference materials, and status updates in the named support and CRM systems.
• Clear written communication, accurate typing, and the ability to proofread messages for meaning, tone, and missing information before sending.
• Ability to prioritize open conversations, recognize when guidance is insufficient, and ask the team lead for assistance promptly.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations remotely.
• 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 within South Carolina, with desk-based responsibilities and online collaboration.
• Structured onboarding and training on a support platform such as Zendesk and a CRM such as Salesforce, alongside guided practice with common inquiries.
• Regular check-ins with the team lead to review questions, discuss quality feedback, and strengthen confidence with daily workflows.
• Opportunities to build cross-channel support, written correspondence, ticket prioritization, and customer follow-up skills through practical experience.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.