Email Support Representative

About the Role

This is a fully remote, work from home position based in Virginia, United States, requiring a 40-hour weekly commitment. Working days and shift times may vary.

Key Responsibilities

• Monitor assigned email, chat, and service ticket queues to identify new customer questions and respond in a clear, courteous, and useful manner.
• Review each message for the customer’s request, relevant account details, prior conversation history, and the information needed to provide an accurate response.
• Use a support platform such as Oracle Service Cloud to open, update, categorize, and route service tickets throughout the customer interaction.
• Consult a CRM such as Pipedrive to confirm customer details, review past contacts, and add concise notes that explain the question, response, and next step.
• Provide product and service information by using approved internal resources and explaining instructions in language that is easy for customers to understand.
• Respond to chat questions through a live chat tool such as Zendesk, keeping conversations focused and moving unresolved matters into the appropriate ticket queue.
• Follow up with customers when more information is needed, when a promised update is available, or when a request remains open after the initial response.
• Escalate complex, sensitive, or unresolved customer concerns to the customer service team lead or the appropriate internal specialist with complete interaction notes.
• Coordinate with support teammates to confirm handoffs, avoid duplicate replies, and keep customers informed when another team is reviewing a question.
• Maintain organized ticket details and customer notes; quality is judged by accuracy, turnaround, complete notes, and appropriate follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer-facing, administrative, or online support experience preferred.
• Familiarity with responding to customer questions through email and chat while maintaining a helpful and professional tone.
• Ability to read requests carefully, identify the main question, and explain product or service information in straightforward language.
• Comfort learning a support platform such as Oracle Service Cloud, a CRM such as Pipedrive, and a live chat tool such as Zendesk.
• Ability to follow established response guidance, search internal resources, and recognize when a concern needs escalation.
• Strong proofreading ability and care when entering customer notes, ticket updates, and follow-up details.
• Reliable computer, high-speed internet, and a quiet private workspace, with 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 Virginia, United States.
• Structured onboarding and training on the named systems, response guidance, ticket workflow, and escalation paths.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in customer correspondence, ticket coordination, product and service information, and remote support workflow.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.