Live Chat Support Representative

About the role – As a Live Chat Support Representative you will engage customers in real‑time via chat, delivering prompt, courteous assistance that resolves issues and enhances satisfaction. This on‑site position requires strong communication, multitasking, and problem‑solving 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 knowledge‑base articles.

• Handle multiple chat sessions simultaneously without compromising quality.

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

• Collaborate with cross‑functional 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.

• 0–1 year of experience in customer service or live‑chat support.

• Proficiency with live chat software and basic CRM tools.

• Excellent written communication and active‑listening skills.

• Strong problem‑solving ability and attention to detail.

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

Nice to have

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

• Familiarity with the company’s product line or industry.

• Basic knowledge of HTML or CSS for troubleshooting web‑based issues.

• Additional language proficiency.