Female Chat Support Representative

Job Description

Chat Support Representative

About Us

IT Devices Online is a leading provider of cutting-edge IT hardware, software and solutions, known for delivering high-quality, innovative products to a wide range of industries. We focus on SMBs, mid-market, and enterprise clients, ensuring we meet the needs of businesses of all sizes. This role is perfect for someone with a passion for e-commerce and a proven track record of optimizing performance across platforms like Amazon, Shopify, or other digital marketplaces.

About the role

We are seeking a proactive and tech-savvy Chat Support Representative to join our IT hardware company. In this role, you will be the first point of contact for customers via live chat, assisting them with technical issues, product inquiries, and general support related to our hardware products (e.g., servers, networking devices, workstations, peripherals). Your primary focus will be on delivering fast, accurate, and friendly support while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Provide real-time support to customers via chat, ensuring timely and accurate responses.
• Troubleshoot basic to intermediate technical issues related to software, systems, and services.
• Guide users through problem-solving steps and provide appropriate solutions or workarounds.
• Escalate complex or unresolved issues to relevant teams following standard procedures.
• Maintain comprehensive and accurate records of customer interactions in the CRM system.
• Collaborate with internal teams (Technical Support, Sales, Logistics) to resolve complex issues.
• Stay updated on product knowledge, company updates, and industry trends.

· Follow standard operating procedures and escalate unresolved issues to Tier 2 or engineering teams when necessary.

· Meet defined KPIs such as chat response time, resolution time, customer satisfaction (CSAT), and quality assurance (QA) scores.

Requirements:

• 3–4 years of experience in a chat support or customer service role, preferably in the IT or tech industry.
• Excellent written and verbal communication skills in English – grammar, tone, and clarity are critical.
• Proven ability to handle multiple chats simultaneously while maintaining attention to detail.
• Strong problem-solving skills and a customer-first mindset.
• Basic understanding of IT concepts, software troubleshooting, etc.
• Ability to work independently and in a team-oriented environment.

Preferred Qualifications:

• Bachelor's degree in IT, Computer Science, Communications, or a related field.
• Experience supporting IT Hardware, SaaS platforms or cloud-based applications.
• Multilingual capabilities are a plus.
• Experience in US Market is must.

What We Offer

• Salary range 100-120K
• Health Insurance
• Casual, Sick and Annual Leaves
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• The chance to work with a dynamic and innovative team.

Note: It’s a Full-time On-site job in Gulberg 3, Lahore

Timings: 6:00 PM to 3:00 AM / 7:00 PM to 4:00 AM / 8:00 PM to 5:00 AM Pakistan time

Job Type: Full-time

Pay: Rs100,000.00 - Rs120,000.00 per month

Application Question(s):

• How do you rate (0/10) your English communication?
• Do you agree with a Full-time On-site job in Gulberg 3, Lahore
• Only apply if agree with the job timings. 6:00 PM to 3:00 AM / 7:00 PM to 4:00 AM / 8:00 PM to 5:00 AM

Experience:

• Chat Support in US Market: 3 years (Required)

Language:

• English (Required)

Location:

• Lahore (Required)

Work Location: In person