Online Support Agent

Job Title: Online Support Agent

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

Summary:

Each shift begins with the online support queue: customer chats and emails waiting for clear, useful answers. This contract role directly answers questions about products and services, helping customers understand available information and complete their next steps. The position sits within the customer support team, works under a customer service team lead, and collaborates with product specialists and other support agents. This is a fully remote, work from home position based in Florida, United States, with duties performed entirely online. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming chats, emails, and service tickets in a support platform such as Zendesk, checking existing conversations before responding to each customer's current question.
• Confirm the customer's stated issue, ask relevant clarifying questions, and review account context in a CRM such as Microsoft Dynamics 365 before choosing next steps.
• Find approved product details and service instructions in a knowledge base such as Notion, checking that guidance matches the customer's situation before sharing it.
• Answer customer emails through an email platform such as Gmail, using straightforward language and clear steps that address every part of the original inquiry.
• Respond directly to live chats, explain available options without making unsupported promises, and confirm whether the customer needs additional clarification before ending the conversation.
• Record the issue, checks completed, response given, and next action in the ticket so another agent can continue the conversation without repeating questions.
• Use a productivity suite such as Google Workspace for collaboration, a word processor such as Google Docs for handoff summaries, and a cloud storage platform such as Google Drive for approved reference files.
• Escalate unresolved questions or conflicting instructions to the customer service team lead through a team messaging platform such as Slack, summarizing findings and customer expectations.
• Review pending tickets for missing replies, request updates from the responsible support contact, and follow up with customers when requested information becomes available.
• Close resolved tickets after confirming the outcome; quality is judged through response accuracy, turnaround, complete notes, and timely follow-up rather than unsupported assumptions.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience answering customer questions through chat, email, or other written service channels is preferred.
• Familiarity with online product information, account navigation, common service questions, and the difference between confirmed information and assumptions.
• Ability to learn support platforms, CRM tools, shared knowledge resources, email systems, and digital collaboration tools.
• Clear written communication, accurate typing, and the ability to explain several steps in a logical, readable sequence.
• Understanding of issue tracking, including recording progress, recognizing unresolved questions, and routing requests to the appropriate support contact.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations discreetly.
• 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 with desk-based responsibilities performed from your home workspace.
• Structured onboarding and training on the named support, CRM, email, knowledge, messaging, productivity, word processing, and cloud storage systems.
• Regular check-ins with the customer service team lead to review questions, feedback, and progress.
• Opportunities to build written customer support, issue tracking, and digital collaboration skills through everyday service work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.