Live Chat Agent

About the role We are seeking a proactive Live Chat Agent to deliver real‑time support to our customers via chat channels. The successful candidate will handle inquiries, resolve issues, and maintain a positive brand experience while working on‑site.

Key responsibilities

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

• Diagnose and troubleshoot customer problems, escalating complex cases when necessary.

• Document interactions accurately in the CRM system.

• Identify opportunities to upsell or cross‑sell relevant products and services.

• Maintain up‑to‑date knowledge of product features, policies, and procedures.

• Collaborate with support, sales, and technical teams to ensure seamless issue resolution.

• Provide feedback on recurring issues to drive process improvements.

Required qualifications

• 2–7 years of experience in customer service or live‑chat support.

• Proficiency with major live chat platforms (e.g., Zendesk Chat, Intercom, LivePerson).

• Excellent written communication skills with strong grammar and spelling.

• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.

• Demonstrated problem‑solving aptitude and a customer‑first mindset.

• High‑speed internet connection and a quiet workspace for on‑site operations.

Nice to have

• Experience with CRM tools such as Salesforce or HubSpot.

• Familiarity with basic HTML/CSS for formatting chat responses.

• Previous experience in a SaaS or e‑commerce setting.

• Multilingual abilities.