Job Description
We are seeking a reliable and tech-savvy Remote Live Chat and Email Support Representative to provide outstanding customer service via live chat and email. You will be responsible for handling inquiries, resolving issues, and ensuring a positive customer experience—all while maintaining a professional and empathetic tone in written communications.
Key Responsibilities:
Respond promptly to customer inquiries via live chat and email.
Diagnose and resolve customer issues using knowledge bases, internal tools, and collaboration with other teams.
Escalate complex or unresolved issues to the appropriate departments as necessary.
Maintain a deep understanding of products or services to provide accurate and thorough support.
Document customer interactions, feedback, and resolution steps in the CRM system.
Meet or exceed key performance metrics (e.g., response time, resolution time, customer satisfaction).
Provide feedback on recurring issues and help identify opportunities to improve products, services, and support processes.
Skills:
Excellent written communication skills with attention to grammar and tone.
Strong problem-solving abilities and a customer-first mindset.
Familiarity with support platforms (e.g., Zendesk, Intercom, Freshdesk, Help Scout).
Ability to multitask and manage time effectively in a fast-paced environment.
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