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Remote Email Chat Support Jobs in Rochester, NY (NOW HIRING)

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How much do remote email chat support jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for remote email chat support in Rochester, NY is $25.70, according to ZipRecruiter salary data. Most workers in this role earn between $18.99 and $27.98 per hour, depending on experience, location, and employer.

What is a remote email chat support?

A Remote Email Chat Support job involves assisting customers through email and chat instead of phone calls. Responsibilities include responding to inquiries, troubleshooting issues, and providing guidance on products or services. Strong written communication skills, attention to detail, and the ability to multitask are essential for this role. Since it is remote, you'll need a reliable internet connection and the ability to work independently while following company guidelines.

What does a remote email chat support do?

In a Remote Email Chat Support position, your main responsibilities include responding to customer inquiries through email and live chat, troubleshooting issues, and guiding customers toward solutions in a timely manner. You may also be expected to manage multiple conversations simultaneously, update customer records in CRM systems, and escalate complex issues to higher-level support when necessary. Regular communication with team leads and participation in virtual meetings or training sessions are also common. This role is best suited to individuals who thrive in a fast-paced, digital work environment and enjoy helping customers resolve their concerns efficiently.

What are the key skills and qualifications needed to thrive in remote email chat support?

To thrive as a Remote Email Chat Support professional, you need excellent written communication skills, attention to detail, and the ability to efficiently resolve customer queries. Proficiency with ticketing systems, CRM platforms, and chat/email management tools is typically beneficial, though formal certifications are not always required. Strong problem-solving abilities, patience, and the capacity to multitask set top performers apart in this role. These skills and qualities ensure that customers receive responsive, accurate, and empathetic support, which is crucial for customer satisfaction and retention.

What are the most commonly searched types of Email Chat Support jobs in Rochester, NY?

The most popular types of Email Chat Support jobs in Rochester, NY are:

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For Remote Email Chat Support jobs in Rochester, NY, the most frequently searched job titles are:

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The top searched job categories for Remote Email Chat Support jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Remote Email Chat Support jobs?

Cities near Rochester, NY with the most Remote Email Chat Support job openings:

Remote Email Chat Support jobs near you
Infographic showing various Remote Email Chat Support job openings in Rochester, NY as of August 2026, with employment types broken down into 64% Full Time, 27% Part Time, and 9% Contract. Highlights an 100% Remote job distribution, with an average salary of $53,457 per year, or $25.7 per hour.

Genesys Senior Implementation Engineer (eServices)

Sutherland

Pittsford, NY • On-site, Remote

$103K - $140K/yr

Full-time

Re-posted 8 days ago

Job description

Company Description
Managed services company providing an array of technology assets to the world's largest organizations, resulting in productivity increases, cost savings, and deep insights.
Job Description
The primary purpose of this position is to design, implement and support Sutherland Genesys platform. Platform currently includes, includes Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys Outbound, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Notification, CallBack, etc. The candidate will be required to be "on call" after hours to support the operations team in the event of platform outages.
KEY RESPONSIBILITIES:
Qualified individuals must have the ability to perform the following duties:
  1. Responsible for the implementation and support of Sutherland Genesys platforms. Current platforms include Genesys Omni-Channel solutions such as SIP Server, Genesys Routing, Inbound Voice, Genesys OBS, Genesys Email, Genesys Chat, Genesys Social Media, Genesys Infomart, GVP, Genesys SMS, Speech Analytics, Proactive Contact, CallBack, etc.
  2. Some knowledge of SIP from the carrier level. Some knowledge of Oracle (Acme Packet) and Avaya SBCs and TDM Gateways such as AudioCodes M3Ks and G450s is a plus.
  3. Partners with the Business and Service Delivery team to assist with implementation of new Program solutions.
  4. Responsible for documentation along with Runbooks for Operations.
  5. Partners with development/integrations team for platform support when needed.
  6. Monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team and utilize these metrics to continue the evolution of the infrastructure.
  7. Conduct testing to detect faults, minimize malfunctions, and backup systems.
  8. Provide technical consultancy to ensure problem resolution is achieved in the shortest possible time frame
  9. Manages vendors on escalated issues and projects specific to your area of influence.
  10. Willingness and ability to learn complex new systems in varying technologies related to area of influence.
  11. Follow the lead of the senior implementation engineer, based on enterprise business requirements and IT Strategies.

Qualifications
Key Requirement: Experience in writing multimedia (eservices) routing strategies in Composer (at least on the first two):
1. Email*
2. Chat*
3. SMS
4. Social Media
5. Finding the unicorn Chatbot
MINIMUM REQUIRED QUALIFICATIONS:
10 years progressive relevant experience required.
  • Some knowledge of Genesys Platform
  • Ability to multitask and demonstrate willingness to deliver on multiple, simultaneous projects.
  • Willingness to manage vendors for performance to ensure compliance with commitments and budget.
  • Experience with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture) is a plus.

PREFERRED QUALIFICATIONS:
  • Demonstrated experience in vendor management
  • Knowledge of Avaya and Cisco CUCM is a plus

Additional Information
All your information will be kept confidential according to EEO guidelines.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Apply