Live Chat

About the role

The Live Chat Representative provides realtime support to customers via chat platforms ensuring swift resolution of inquiries and a positive brand experience. This role requires balancing multiple conversations while maintaining high standards of written communication and problemsolving.

Key responsibilities

• Respond to inbound chat requests promptly delivering accurate information and solutions.

• Document interactions in the CRM system updating tickets and noting followup actions.

• Identify and troubleshoot technical or service issues escalating complex cases when necessary.

• Manage multiple chat sessions simultaneously while maintaining quality and professionalism.

• Handle dissatisfied or upset customers with empathy employing conflictresolution techniques to achieve satisfactory outcomes.

• Collaborate with crossfunctional teams (sales support product) to resolve customer issues and improve processes.

• Track key performance metrics (response time resolution rate customer satisfaction) and contribute to continuous improvement initiatives.

Required qualifications

• 14 years of experience in customer service or live chat support.

• Proficiency with CRM software (e.g. Salesforce Zendesk) and live chat platforms (e.g. Intercom LivePerson).

• Strong written communication skills with attention to grammar tone and clarity.

• Demonstrated ability to multitask and manage several conversations concurrently.

• Effective problemsolving and conflictresolution capabilities.

• High school diploma or equivalent; associate degree or higher preferred.

Nice to have

• Experience in a SaaS or ecommerce environment.

• Familiarity with basic HTML or markdown for formatting chat responses.

• Certification in customer support or related fields.

• Fluency in a second language.

Required Skills:

Customer Service CRM Software Problem Solving Multi-tasking Written Communication Conflict Resolution Live Chat Platforms