Online Support Representative

Job Title: Online Support Representative

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

Summary:

A customer question arrives, gets checked, answered, recorded, and closed with clear notes that make the next interaction easier. As an Online Support Representative, you provide online support through chat and email, helping customers understand product or service information and the next steps available to them. You sit within the support team, work under a customer service team lead, and coordinate with colleagues when a question needs additional review. This fully remote position lets you work from home in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions from email and chat queues through a support platform such as Freshdesk, reviewing the conversation history before responding.
• Check the customer's stated concern, relevant account information, and previous service tickets in a CRM such as HubSpot to avoid repeated questions.
• Ask focused questions through a live chat tool such as Intercom, confirming what the customer needs without requesting unnecessary personal information.
• Find current product or service information in a knowledge base platform such as Confluence and check that guidance matches the customer's situation.
• Write clear, courteous replies that explain available options, practical next steps, and any information still needed to move the request forward.
• Use a text expansion tool such as TextExpander for approved response templates, adapting each message so it answers the actual question rather than sounding automatic.
• When helpful, use a screen capture tool such as Snagit to show navigation steps, keeping customer details out of shared images.
• Record the question, checks completed, response provided, and next action in the service ticket so another support colleague can continue the conversation.
• Follow up on unanswered questions and pending internal responses; escalate unresolved concerns, conflicting guidance, or repeated service difficulties to the customer service team lead.
• Confirm resolution before closing requests when possible; quality is judged by accuracy, turnaround, complete notes, and dependable follow-up rather than speed alone.

Qualifications:

• High school diploma or equivalent.
• No experience required; related chat, email, or customer support experience preferred, including experience answering questions in an organized written format.
• Familiarity with customer questions, service tickets, basic account navigation, and the difference between an immediate answer and an issue needing review.
• Ability to learn customer support systems, search conversation history, and maintain clear notes while moving between several browser-based tools.
• Clear written communication, accurate spelling, and a courteous tone suited to customers with different levels of product familiarity.
• Ability to read carefully, ask useful clarifying questions, and explain instructions in a logical order without making unsupported promises.
• Willingness to use approved guidance, accept coaching, and refer unfamiliar situations to the team lead rather than guess.
• A reliable computer, high-speed internet, and a 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 within Michigan, with customer interactions handled through desk-based digital channels.
• Structured onboarding and training on the named systems, response standards, queue routines, and escalation steps.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen consistent customer communication.
• Build practical skills in chat support, email handling, knowledge searches, and clear service ticket notes.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.