Job Details

Job Summary:

We are looking for a responsive and detail-oriented Live Chat Agent to provide real-time support to our customers via online chat. As a Live Chat Agent, you will be responsible for answering questions, resolving issues, and delivering an exceptional customer experience through fast, accurate, and friendly communication.

Key Responsibilities:

• Respond to customer inquiries via live chat in a timely, professional, and helpful manner
• Assist customers with product information, order status, billing inquiries, technical issues, and general support
• Resolve customer concerns effectively or escalate complex issues to appropriate teams
• Maintain a high level of product knowledge to confidently assist customers
• Manage multiple chat conversations simultaneously while maintaining accuracy and a positive tone
• Document interactions and customer feedback in the support system or CRM
• Collaborate with teammates and other departments to improve support processes and the customer experience
• Meet or exceed performance goals related to response time, customer satisfaction, and resolution rates

Qualifications:

• High school diploma or equivalent (required); college degree (preferred)
• Previous experience in customer service, live chat, or online support roles
• Excellent written communication skills, with proper grammar, spelling, and clarity
• Ability to multitask and handle multiple chats efficiently
• Fast typing speed with strong attention to detail
• Familiarity with live chat software (e.g., Zendesk Chat, Intercom, LivePerson, Tidio) and CRM tools
• Customer-focused mindset with problem-solving skills and patience

Preferred Skills:

• Experience in e-commerce, SaaS, or tech support environments
• Bilingual or multilingual skills (based on customer base)
• Knowledge of customer service KPIs (e.g., CSAT, first response time, resolution rate)
• Ability to work in a fast-paced, team-oriented environment

What We Offer:

• Competitive hourly wage or salary
• Remote work options (if applicable)
• Training and professional development
• Health benefits and paid time off (depending on contract type)
• Supportive and inclusive team culture

Educational Requirements:

• High school diploma or equivalent (required)
• Associate’s or Bachelor’s degree in Communications, Business, or a related field (preferred)

Experience:

• 1–2 years of experience in customer service, live chat support, or a similar online support role
• Experience using chat platforms or helpdesk tools (e.g., Zendesk, Intercom, Freshchat, LivePerson)

Technical Skills:

• Fast and accurate typing skills (minimum 40–50 WPM recommended)
• Strong written communication skills with attention to grammar, tone, and clarity
• Proficient with computers, web-based systems, and navigating multiple tabs or tools
• Familiarity with CRM and ticketing systems (e.g., Salesforce, HubSpot, Zoho)

Soft Skills:

• Excellent customer service and interpersonal skills
• Ability to multitask and manage several live conversations at once
• Problem-solving mindset with a focus on finding solutions quickly
• Patience, empathy, and a calm demeanor under pressure
• Strong attention to detail and time management

Other Requirements:

• Reliable internet connection and quiet workspace (for remote positions)
• Flexibility to work evenings, weekends, or holidays as needed
• Bilingual or multilingual skills (a plus depending on customer base)
• Willingness to learn new systems, processes, and product knowledge