Chat Support Agent

The Chat Support Agent provides real‑time assistance to customers via web chat, resolving inquiries efficiently while maintaining a professional and friendly demeanor. This position requires balancing multiple conversations, accurately documenting interactions, and delivering solutions that enhance customer satisfaction.

Key responsibilities

• Respond to incoming chat requests promptly, adhering to service level agreements.

• Identify customer issues, troubleshoot problems, and guide users to appropriate resolutions.

• Maintain accurate records of each interaction in the CRM system.

• Escalate complex cases to senior support or technical teams when necessary.

• Continuously update knowledge base articles based on common queries and solutions.

• Collaborate with cross‑functional teams to improve processes and product usability.

• Monitor chat metrics and contribute to performance improvement initiatives.

Required qualifications

• Strong active listening and communication skills, both written and verbal.

• Demonstrated problem‑solving ability with a customer‑focused mindset.

• Proficiency in multitasking and managing several chat sessions simultaneously.

• Typing speed of at least 60 wpm with high accuracy.

• 0–10 years of experience in customer service, technical support, or related fields.

• Basic computer literacy and familiarity with CRM/chat platforms.

Nice to have

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

• Knowledge of the company’s products or industry.

• Certification in customer service or support (e.g., HDI, ITIL).

• Fluency in a second language.