Online Chat Support

Job Overview

PowerToFly is seeking a dedicated and articulate Online Chat Support specialist to join our dynamic team. This is a Full-Time position based in New York Mills, Minnesota, United States. The successful candidate will play a crucial role in supporting our global community of over 1.1 million professionals and the organisations we partner with.

At PowerToFly, we connect organisations with the AI-skilled and domain-expert talent they need to build better, more representative models. As the first point of contact for many in our diverse community, you will provide exceptional service, answer enquiries, and ensure a seamless user experience on our platform. This role offers a competitive hourly wage of $26 - $36 USD per hour.

Responsibilities

 

• Provide timely, professional, and accurate support to our community members and clients via live chat.
• Serve as an expert on the PowerToFly platform, guiding users through features and troubleshooting issues.
• Resolve user enquiries regarding our services, including talent acquisition and AI model training.
• Effectively identify and escalate complex technical issues to the appropriate internal teams for resolution.
• Maintain detailed and accurate records of all user interactions and feedback in our CRM system.
• Contribute to our knowledge base by documenting common issues and creating helpful support articles.
• Collaborate with team members to improve our support processes and overall customer satisfaction.
• Uphold the professional and inclusive tone of the PowerToFly brand in all communications.

Qualifications

 

• Proven experience in a customer support, technical support, or similar client-facing role.
• Exceptional written communication and interpersonal skills, with a strong command of the English language.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Proficiency in managing multiple conversations simultaneously in a fast-paced environment.
• Experience with helpdesk software (e.g., Zendesk, Intercom) and CRM systems is highly advantageous.
• A high degree of empathy, patience, and a genuine desire to help others.
• A strong interest in technology, artificial intelligence, and community-building is desirable.
• Must be self-motivated and capable of working effectively both independently and as part of a team.