Omnichannel Support Representative

About the Role

• Assist customers with product or service questions, order updates, account access, and basic issue resolution across digital channels.
• Communicate with customers, the support team, and internal partners.
• This is a fully remote, work from home position.
• Based in North Carolina, United States.
• Requires a 40-hour weekly commitment.
• Working days and shift times may vary.
• Monthly Pay: $3,533 - $4,962 USD per month

Key Responsibilities

• Review incoming chat, email, and phone contacts, identify the customer’s question, and prioritize requests.
• Respond directly to customers with accurate product or service information, order status details, account guidance, and next-step explanations.
• Create and update service tickets in a support platform such as Zendesk, using clear customer notes and relevant contact details.
• Review customer profiles and prior interactions in a CRM such as Microsoft Dynamics 365 before providing a response or follow-up.
• Use a live chat tool such as LiveChat to manage concurrent conversations, acknowledge customer needs, and provide timely written assistance.
• Handle phone contacts through a contact-center phone system such as Genesys when customers need clarification beyond chat or email.
• Verify order details, customer-provided information, and available knowledge resources before confirming an answer or sharing an update.
• Follow up on open requests when additional information is needed.
• Route complex product, account, or order issues to the customer service team lead.
• Coordinate with internal support partners to obtain accurate updates, then communicate the outcome to the customer through the appropriate channel.
• Meet quality expectations through response accuracy, timely turnaround, complete ticket notes, respectful communication, and documented follow-up.

Requirements & Tech Stack

• High school diploma or equivalent.
• Related experience in chat, email, retail, or online support is preferred.
• Familiarity with customer questions, service tickets, order updates, and product or service information is preferred.
• Ability to learn a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365.
• Comfort using a live chat tool such as LiveChat, a contact-center phone system such as Genesys, and a spreadsheet and data entry tool such as Microsoft Excel.
• Ability to write clear, courteous responses and explain information in a helpful, easy-to-understand manner.
• Ability to review details carefully, follow established workflows, and recognize when an issue should be escalated.
• Reliable computer, high-speed internet, and quiet private workspace.
• 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 North Carolina, United States.
• Structured onboarding and training on Zendesk, Microsoft Dynamics 365, LiveChat, Genesys, and Microsoft Excel.
• Regular check-ins with the customer service team lead.
• Skill building in ecommerce support, digital customer interactions, ticket documentation, and service quality.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.