Chat Support Agent

Job Overview

ianknapper is seeking a dedicated and articulate Chat Support Agent to join our growing team. This is a Full-time position based in our San Jose, California, United States office. The successful candidate will be the first point of contact for our customers, providing exceptional service and resolving inquiries through our live chat platform. We are looking for an individual who is passionate about customer satisfaction and possesses excellent communication skills to represent our organisation's brand and values.


Responsibilities

- Engage with customers in a professional and friendly manner via live chat.
- Identify and assess customer needs to provide accurate and effective solutions.
- Troubleshoot issues and provide clear, step-by-step guidance.
- Handle customer complaints, provide appropriate resolutions, and follow up to ensure customer satisfaction.
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Collaborate with internal teams to resolve complex issues and improve the overall customer experience.
- Stay up-to-date with our products, services, and policies to provide knowledgeable support.
- Adhere to the company's communication procedures, guidelines, and policies.


Qualifications

- Proven experience in a customer support role, preferably in a chat-based environment.
- Exceptional written communication skills with a keen eye for grammar and punctuation.
- Strong problem-solving abilities and a customer-focused mindset.
- The ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
- Proficiency in using helpdesk software and CRM systems is advantageous.
- A positive attitude and the ability to work well within a team.
- A minimum of a high school diploma or equivalent is required.


Benefits

In addition to a competitive salary, we offer a supportive and collaborative work environment with opportunities for professional development.
Salary: $25 - $35 USD per hour