Job Description

Position Summary:

We are seeking a proactive and customer-focused Hybrid Online Chat Representative to join our support team. In this role, you’ll provide real-time assistance to customers through live chat, helping resolve inquiries related to products, services, orders, and technical issues. This position requires excellent communication skills, multitasking ability, and a strong desire to deliver exceptional customer experiences.

The role offers a hybrid work model , allowing you to work remotely part of the time, with regular scheduled days in the office.

Key Responsibilities:

• Engage with customers via live chat to address inquiries, troubleshoot problems, and resolve complaints in a timely and professional manner

• Guide customers through product features, account setup, or troubleshooting steps

• Accurately log all customer interactions, issues, and resolutions in the CRM system

• Escalate unresolved issues to the appropriate internal departments when necessary

• Assist with frequently asked questions, order tracking, returns, billing inquiries, and technical support

• Manage multiple conversations at once without compromising service quality

• Maintain a high standard of written communication and consistent adherence to brand voice

• Work collaboratively with team members during on-site shifts and participate in team meetings or training

• Stay updated on product knowledge, policy changes, and support tools to ensure accurate responses

• Meet or exceed individual performance metrics, including customer satisfaction, first response time, and resolution rates

Requirements:

• High school diploma or equivalent; additional education or training is a plus

• Strong written communication skills and a clear, friendly tone

• Tech-savvy and comfortable navigating multiple platforms simultaneously

• Excellent multitasking, organizational, and problem-solving skills

• Ability to maintain professionalism and empathy in all customer interactions

• Reliable internet connection and a distraction-free remote workspace for WFH days

• Willingness to work flexible hours, including weekends or holidays as needed

Preferred Qualifications (Optional):

• Experience using customer support software (e.g., Zendesk, Intercom, LiveChat, Freshdesk)

• Background in e-commerce, SaaS, telecommunications, or technical support

• Familiarity with ticketing systems and knowledge base software

Work Environment:

• Hybrid work model (mix of remote and on-site work)

• In-office work may include team meetings, trainings, or high-volume support days

• Collaborative virtual environment supported by tools like Slack, Zoom, and CRM platforms

Benefits:

• Competitive hourly wage or salary

• Health, dental, and vision insurance

• Paid time off, holidays, and sick leave

• Employee discounts

• Professional development and training opportunities

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