I am familiar with handling this jobs because my experiences. At first time my work, i also handle job as product consultant. When the product has a problem like bug, how to use... I guided and helped the customer... Communicating via email, live chat and phone (if necessary). Also has side job as assisting airbnb hosting. When guest wants to reserve, asking about price, direction and if has trouble, i helped and assist them.
Mean while, my current job is many handling with client regarding application that we build. If has bug or something, can help user more in technical details.
My concern is only the working hour. I dont know what is your time zone. Currently my timezone is gmt + 7.
Looking forward for the chance and good news!