Chat & Email Support Associate

This is a remote position.

Provide timely, accurate support to dealers, distributors, and end customers through chat and email. You’ll resolve order-status questions, parts inquiries, returns/RMAs, and warranty intake while documenting each interaction in the ticketing system and coordinating with Order Management, Logistics, and Technical Support.

Key Responsibilities

• Handle inbound chat and email tickets; provide clear, concise responses and next steps.

• Research order status, shipment tracking, lead times, and back orders; send proactive updates.

• Triage product questions; create and route technical cases when needed.

• Open and process RMAs in line with policy; send labels/instructions and track closure.

• Verify customer, order, and item data in CRM/ERP; attach supporting documents.

• Identify recurring issues and share insights for FAQs and process improvements.

• Meet service targets for first response, resolution time, and quality.

Requirements Qualifications

• 0–2 years in chat/email customer support, order support, or service desk.

• Proficiency with ticketing tools (e.g., Zendesk, Freshdesk) and CRM/ERP (Salesforce, NetSuite, SAP, or similar).

• Strong written communication; organized and detail-oriented.

• Comfortable interpreting order data, shipping details, and return policies.

• High school diploma or equivalent.

Benefits

Medical, dental, vision

• 401(k) with employer contribution

• Paid time off and holidays

• Remote work equipment stipend

• Training and growth opportunities