Non Voice Process-Chat Support

Nama Outsourcing; Chennai District; On-site; INR 240,000 - 300,000; Full time

Job summary

Nama Outsourcing in Chennai invites applications for a Non Voice Process (Chat Support) to assist customers with technical issues via live chat. The role requires 2–3 years of experience in chat or customer support and strong English writing skills.

On-site at Perungudi, Chennai, with rotational shifts as needed. You will troubleshoot basic problems, provide clear solutions, maintain records, and aim to meet AHT, FCR, CSAT, and productivity targets.

Qualifications

• 2–3 years of experience in chat or customer support.
• Good written English communication.
• Basic computer and internet troubleshooting knowledge.
• Typing speed around 30 WPM with accuracy.
• Willing to work in rotational shifts.

Responsibilities

• Handle customer technical queries via live chat.
• Identify root causes of issues.
• Provide step-by-step troubleshooting through chat.
• Assist with product/service technical issues.
• Follow SOPs and scripts.
• Escalate complex issues to technical teams.
• Maintain records of interactions and resolutions.
• Follow up on pending or escalated issues.
• Maintain chat etiquette and customer-focused communication.
• Meet targets for AHT, FCR, CSAT, quality, productivity, and response time.

Skills

Chat support

Customer support

English writing

Typing 30 WPM

Multitasking

Rotational shifts

Job description

Position: Non Voice Process(Chat support)

Department: Customer Support/Operational Department

Experience: 2 -3 Years

Employment Type: Full-Time

Location: Perungudi, Chennai

Job Summary

We are looking for a Non Voice Process-Chat Process to provide technical assistance to customers through live chat. The candidate will be responsible for understanding customer issues, troubleshooting basic technical problems, providing accurate solutions, and ensuring a positive customer experience.

Key Responsibilities

• Handle customer technical queries through live chat in a professional and timely manner.


• Understand customer concerns and identify the root cause of technical issues.


• Provide step-by-step troubleshooting and appropriate solutions through chat.


• Assist customers with product/service-related technical issues.


• Follow predefined troubleshooting procedures, scripts, and Standard Operating Procedures (SOPs).


• Escalate complex or unresolved issues to the appropriate technical team.


• Maintain accurate records of customer interactions and issue resolutions.


• Follow up on pending or escalated issues whenever required.


• Maintain proper chat etiquette, professionalism, and customer-friendly communication.


• Meet defined AHT, FCR, CSAT, quality, productivity, and response-time targets.

Required Skills & Qualifications

• 2- 3 years of experience in Chat Support, Customer Support


• Good written communication skills in English.


• Basic knowledge of computers, operating systems, internet, and common technical troubleshooting.


• Good typing speed and accuracy. (Avg 30 WPM)


• Ability to multitask and handle multiple chat interactions when required.


• Customer-focused attitude with good patience and professionalism.


• Willingness to work in rotational shifts, if required.