LiveChat Support Specialist

This is a remote position.

Job Summary

We are seeking a customer-focused and detail-oriented Live Chat Support Specialist to provide exceptional support to customers through live chat, email, and other digital communication channels. The ideal candidate will have excellent written communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer experiences. This role requires the ability to multitask, resolve customer inquiries efficiently, and maintain a professional and positive attitude in a fast-paced environment.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via live chat, email, and messaging platforms.
  
• Assist customers with product, service, billing, account, and technical support questions.
  
• Troubleshoot issues and provide accurate solutions while ensuring customer satisfaction.
  
• Document customer interactions and maintain detailed records in CRM and ticketing systems.
  
• Escalate complex issues to the appropriate department when necessary.
  
• Follow company policies, procedures, and service-level agreements (SLAs).
  
• Identify customer needs and recommend appropriate products or services when applicable.
  
• Maintain a high level of product and service knowledge.
  

Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
  
• 1+ years of customer service, live chat support, call centre, help desk, or technical support experience preferred.
  
• Excellent written communication, grammar, and typing skills.
  
• Strong problem-solving and conflict-resolution abilities.
  
• Experience using CRM, help desk, or live chat platforms such as Zendesk, Intercom, Freshdesk, Salesforce, LiveChat, or HubSpot is a plus.
  
• Ability to multitask and manage multiple customer conversations simultaneously.
  

Benefits

• Competitive salary
  
• Health, dental, and vision insurance
  
• 401(k) with company match
  
• Paid time off (PTO) and paid holidays
  
• Remote and hybrid work opportunities
  
• Employee assistance program (EAP)
  
• Professional development and training programs
  
• Performance-based incentives and bonuses
  
• Career growth and advancement opportunities