Live Chat/Help Desk Specialist (Remote) Weekend

This is a weekend position: Saturday and Sunday, to be performed from 8:00 a.m EST to 4:00 PM EST

The Live Chat/Help Desk Specialist will be responsible for managing live chat interactions and addressing website support tickets. The individual will possess excellent communication skills, technical proficiency, and a customer-centric approach to problem-solving. This role requires the ability to multitask effectively, prioritize tasks, and provide timely resolutions to end-users’ inquiries and issues.

Essential Functions

Live Chat Management:

• Engage with customers via live chat to address sales inquiries, product questions, and pricing information
• Ensure a positive and professional customer experience throughout all chat interactions
• Escalated sales inquiries to appropriate internal team members to follow up on lead
  
  

Website Support Ticket Handling

• Monitor incoming support tickets submitted through the website's support portal.
• Help customers via support tickets to make changes to an existing website
• Reading and clarifying via comments/chats if needed
• Performing various types of update requests
• Elevating tasks to the development team when needed
• Testing changes
• Communicating status in a timely manner
• Maintain accurate and up-to-date records of all client requests, issues, and resolutions in the ticketing system
• Participates in a daily status meeting with the Help Desk Project Manager to discuss priorities, accomplishments, and hurdles
• Uses all of the company’s business management and communication platforms to keep stakeholders informed in accordance with deadlines
• Ability to communicate rapidly and effectively with all parties involved in the support tickets
• Performs ongoing professional development to keep pace with changes and trends within the WordPress platform
• Performs other duties as assigned by management
  
  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. In addition, duties, responsibilities, and activities may change with or without notice.