Live Chat Support Representative

About the role As a Live Chat Support Representative you will engage customers in realtime via chat delivering prompt courteous assistance that resolves issues and enhances satisfaction. This onsite position requires strong communication multitasking and problemsolving abilities.

Key responsibilities

• Respond to inbound chat inquiries quickly while maintaining a friendly professional tone.

• Diagnose and resolve product or service issues escalating complex cases when necessary.

• Document interactions accurately in the CRM and update knowledgebase articles.

• Handle multiple chat sessions simultaneously without compromising quality.

• Meet or exceed daily and weekly performance metrics (response time resolution rate CSAT).

• Collaborate with crossfunctional teams (technical support sales billing) to ensure seamless customer experiences.

• Identify recurring problems and suggest process improvements.

Required qualifications

• High school diploma or equivalent; associate degree preferred.

• 01 year of experience in customer service or livechat support.

• Proficiency with live chat software and basic CRM tools.

• Excellent written communication and activelistening skills.

• Strong problemsolving ability and attention to detail.

• Ability to multitask and manage time effectively in a fastpaced environment.

Nice to have

• Experience with ticketing systems (e.g. Zendesk Freshdesk).

• Familiarity with the companys product line or industry.

• Basic knowledge of HTML or CSS for troubleshooting webbased issues.

• Additional language proficiency.

Required Skills:

Customer Service Problem Solving Multitasking Live Chat Software Communication