Live Chat Support Agent
This is a remote position. Posting Title: Live Chat Support Agent Industry: Customer Service & Digital Support Salary: $23–$25 per hour
Summary
We are seeking a skilled and empathetic Live Chat Support Agent to join our dynamic customer service team. In this role, you will serve as the primary point of contact for customers seeking real-time assistance with inquiries, technical issues, account management, and product guidance. Your ability to communicate clearly, resolve problems efficiently, and maintain a positive customer experience will directly impact customer satisfaction, retention, and brand loyalty. This position requires a proactive mindset, strong written communication skills, and the ability to multitask in a fast-paced, high-volume environment. You’ll work closely with cross-functional teams to escalate complex issues, provide feedback on customer pain points, and contribute to continuous service improvement. This is a remote opportunity ideal for professionals passionate about delivering exceptional digital support and driving customer success.
Responsibilities
- Provide real-time, accurate, and professional support via live chat to customers across multiple platforms.
- Troubleshoot technical issues, account access problems, and product-related inquiries with precision and speed.
- Guide customers through onboarding, feature usage, and troubleshooting steps using clear, concise, and customer-friendly language.
- Resolve customer issues independently, escalating complex cases to appropriate departments when necessary.
- Maintain detailed and accurate records of all customer interactions in the CRM system.
- Collaborate with product, technical, and marketing teams to share insights on recurring customer challenges and suggest improvements.
- Adhere to SLAs, response time targets, and quality assurance standards.
- Contribute to knowledge base articles and internal documentation to improve team efficiency.
- Monitor chat volume and proactively manage workload during peak periods.
RequirementsRequirements:
- 3–7 years of proven experience in customer support, preferably in a live chat or digital support environment.
- Excellent written communication skills with a professional tone, grammar accuracy, and clarity under pressure.
- Strong problem-solving and critical thinking abilities to diagnose and resolve customer issues efficiently.
- Proficiency in using CRM systems, ticketing platforms, and live chat software (e.g., Zendesk, Freshdesk, Intercom).
- Ability to multitask, manage multiple chat sessions simultaneously, and maintain composure during high-volume periods.
- Self-motivated with a customer-first mindset and a commitment to delivering consistent, high-quality service.
- Reliable internet connection and a quiet, distraction-free workspace for remote work.
- High school diploma or equivalent; associate’s or bachelor’s degree preferred.
--- Additional Information
- Remote position with flexible scheduling options.
- Ongoing training and career development opportunities provided.
- Performance-based incentives and recognition programs.
- This role may require occasional evening or weekend availability to support global customers.
Benefits
- Health insurance (medical, dental, vision)
- Paid time off (PTO) — vacation, sick days, personal days
- Paid holidays
- 401(k) retirement plan
- Life insurance
- Short‑term and long‑term disability insurance
- Remote
Skills: Communication Skills, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, Health Insurance, High School Diploma, Identify Issues, Incentive Programs, Knowledge Base, Multiplatform/Cross-Platform, Multitasking, Onboarding, Online Chat, Problem Solving Skills, Quality Assurance, Quality Metrics, Resolve Customer Issues, Sales Management, Service Level Agreement (SLA), Technical Marketing, Work From Home, Writing Skills, ZenDesk About the Company: Gotham Biotech