Chat Support Agent

About the role

A Chat Support Agent delivers real-time assistance and excellent customer service through online chat platforms. The agent addresses customer inquiries, troubleshoots issues and provides product or service information efficiently and professionally. The position is based in Atlanta.

Key responsibilities

• Respond to customer inquiries via chat promptly and professionally
• Troubleshoot technical issues and guide customers through website navigation and troubleshooting steps
• Escalate complex or unresolved issues to a higher level of support
• Maintain customer interaction logs and update relevant information in the system
• Communicate product information and updates to customers
• Assist in processing orders, cancellations and refunds as needed
• Follow up with customers to confirm their issues are resolved
• Analyze customer feedback and report recurring issues to management
• Provide product recommendations based on customer needs and preferences
• Monitor and manage multiple chat conversations at once
• Participate in regular training sessions and share ideas for improving the customer experience

Required profile

• High school diploma or equivalent; college degree preferred
• Proven customer service experience, preferably in a chat support environment
• Flexibility to work various shifts, including nights, weekends and holidays
• Prior experience in e-commerce or a related industry is a plus
• Willingness to take part in ongoing training and development

Required skills

• Excellent written communication, with attention to grammar and spelling
• Proficiency in customer support software and ticketing systems
• Basic understanding of technical troubleshooting for common issues
• Ability to multitask, stay organized and prioritize tasks
• Strong interpersonal skills, empathy and patience with customers