Live Chat Specialist

Job Title: Live Chat Specialist

Monthly Pay: $3,557 - $4,962 USD per month

Summary:

This role answers customer questions through live chat and email, helping customers understand products and services and resolve routine issues. It sits within the customer support team, works under a customer service team lead, and coordinates with product and service teams. The position is fully remote and desk-based, with work from home in Utah, United States. Clear answers and accurate handoffs help customers get consistent support without repeating their questions. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming conversations through a live chat such as Intercom, identify the customer's question, and prioritize requests using the team's established urgency guidelines.
• Check customer details and previous interactions in a CRM such as Microsoft Dynamics 365 before giving account-specific answers or recommending next steps.
• Handle email requests through a support platform such as Freshdesk, keeping each service ticket connected to the relevant conversation and customer history.
• Consult a knowledge base such as Confluence to verify product features, service information, and approved steps before sending clear, concise responses.
• Ask focused questions, clarify confusing details, and provide customer education through written instructions that explain what the customer should do next.
• Apply conflict resolution techniques when conversations become difficult, acknowledge the concern, and keep replies factual, respectful, and focused on available solutions.
• Escalate unresolved issues to the customer service team lead or designated product contact, including checks completed, relevant context, and the assistance needed.
• Track promised follow-ups using a scheduling and calendar such as Microsoft Outlook, update customers on progress, and confirm whether the answer resolved their question.
• Summarize recurring questions using a spreadsheets and data entry tool such as Google Sheets, and suggest process improvement opportunities during team reviews.
• Close resolved conversations with complete notes and accurate categories. Quality is judged by answer accuracy, turnaround, complete notes, and completion of promised follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of live chat, email support, or related customer service experience preferred, especially in a queue-based support setting.
• Familiarity with customer service tickets, conversation histories, product information, and the difference between resolving an issue directly and requesting specialist help.
• Comfort using the example chat, support, CRM, knowledge base, calendar, and spreadsheet systems described above, or learning comparable tools through training.
• Clear written communication, with the ability to explain instructions plainly, ask useful questions, and maintain a professional tone during difficult exchanges.
• Ability to compare information across systems, spot missing details, and enter concise notes that another support colleague can understand.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and internal information remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned coverage.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named chat, support, CRM, knowledge base, calendar, and spreadsheet systems, with guided practice before independent handling.
• Regular check-ins with the customer service team lead to review questions, discuss quality feedback, and clarify escalation decisions.
• Practical development in written support, customer education, conflict resolution, and process improvement through everyday customer conversations.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.