Job Description

Position Overview

The Live Chat Support Representative is responsible for providing real-time assistance to customers through online chat platforms. The ideal candidate will deliver prompt, friendly, and accurate responses to customer inquiries, ensuring an excellent customer experience while maintaining the company’s brand tone and service standards.

Key Responsibilities

• Respond to customer inquiries through live chat in a timely and professional manner.

• Assist customers with product information, order status, troubleshooting, and general support questions.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Escalate complex issues to higher-level support or management when necessary.

• Record and update customer interactions and feedback in the company’s CRM or support system.

• Identify and communicate recurring issues or system bugs to the technical/support team.

• Stay informed about company products, services, promotions, and policies.

• Meet or exceed performance targets, including response time, customer satisfaction, and resolution rate.

Required Skills and Qualifications

• Excellent written communication and typing skills (40+ WPM preferred).

• Strong problem-solving and multitasking abilities.

• Good command of English (additional languages are a plus).

• Ability to remain calm and courteous under pressure.

• Familiarity with live chat software (e.g., Intercom, Zendesk Chat, Tidio, LiveChat, Crisp, or similar).

• Basic computer and internet proficiency.

• Prior customer service or technical support experience preferred.

Preferred Qualifications

• Experience working remotely or in a fast-paced digital environment.

• Knowledge of e-commerce, SaaS, or technology support operations.

• Ability to adapt quickly to new systems and workflows.

Work Environment

• Remote or in-office position depending on company policy.

• Flexible scheduling (may include weekends or evenings).

• Collaborative team environment with opportunities for growth.

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