Chat Support Agent

This is a remote position.

Key Responsibilities

• Respond promptly and professionally to customer inquiries, concerns, and feedback via live chat, email, and social media platforms. • Diagnose and resolve technical and non-technical issues efficiently, providing clear, step-by-step instructions and solutions. • Maintain a high level of customer satisfaction by delivering empathetic, personalized, and accurate support. • Document customer interactions and resolutions thoroughly in our CRM system, ensuring accurate record-keeping. • Collaborate with internal teams (e.g., technical support, product development) to escalate complex issues and provide comprehensive solutions. • Stay updated on product knowledge, company policies, and service updates to provide accurate information to customers. • Identify and suggest improvements to our support processes, tools, and knowledge base to enhance customer experience.

Requirements

Requirements

• Minimum of 2-4 years of experience in a customer service or chat support role, preferably within a tech or e-commerce industry in India. • Proven ability to handle a high volume of chat conversations while maintaining quality and efficiency. • Excellent written communication skills in English, with strong grammar, spelling, and punctuation. • Proficiency in using CRM software and live chat platforms (e.g., Freshdesk, Zendesk, Salesforce Service Cloud). • Strong problem-solving skills and the ability to think critically and logically under pressure. • Demonstrated empathy and a customer-centric approach to support. • Ability to work flexible hours, including weekends and public holidays, on a rotational basis if required.

Qualifications

• Bachelor's degree in any discipline. • Familiarity with the Indian digital consumer landscape and common online user behaviors. • Basic technical troubleshooting skills for common software and hardware issues. • Knowledge of a regional Indian language (e.g., Hindi, Tamil, Telugu, Kannada, Malayalam, Bengali) is a significant plus. • Experience with omnichannel support strategies.