Online Customer Service Representative

About The Opportunity

This Online Customer Service Representative role at Smartly Technologies supports day-to-day operations across managed IT, cloud services, cybersecurity, technical support, implementation, and client technology operations. You will assist customers through email, chat, web forms, and other digital service channels while working with Smartly Technologies' records, systems, and teams.

Responsibilities

• Respond to online questions from users and technology clients using email, chat, forms, and approved messaging channels.
• Research account, order, booking, or service details and provide accurate next steps based on documented procedures.
• Record each interaction, action taken, and follow-up requirement in the appropriate customer or service system.
• Resolve routine issues independently and escalate exceptions with complete notes and supporting information.
• Follow up on open cases and confirm that requested changes, answers, or service actions were completed.
• Identify repeated customer questions and share feedback to improve technical support, managed IT service instructions, and self-service content.

Requirements

• Customer-service or online-support experience is preferred but not required for candidates with strong communication skills.
• Clear, professional writing and the ability to explain information in a friendly, accurate way.
• Comfort handling several digital conversations or cases while maintaining complete records.
• Strong written communication and the ability to document work clearly in a remote environment.
• Reliable internet access and a quiet, secure workspace suitable for handling business information.
• Ability to complete a pre-employment background check.

Pay

$45,500 - $53,000 per year

Schedule

Full Time, 100% Remote — United States