Workplace Support Senior Live Chat Specialist

Genius Consultants; Hyderabad; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

Genius Consultants seeks a Workplace Support Senior Live Chat Specialist to operate in a global, high-volume, 24/7 environment. You will manage 3 concurrent chats with a 10-minute AHT, diagnose issues, and generate precise work orders for downstream resolution.

Ideal candidates have 6+ years in live chat/desk support, excellent English writing, and strong problem-solving skills. This role emphasizes ownership, accountability, and data governance.

Qualifications

• Minimum 6 years of experience in Live Chat/Service Desk/Workplace Support.
• Minimum 4 years in a real-time, multi-concurrency live chat environment.
• Typing speed 60+ WPM with high accuracy.
• Ability to diagnose and resolve complex issues independently.
• Excellent written English and professional communication in real-time.
• Experience with enterprise ticketing and chat systems.

Responsibilities

• Real-time issue resolution across up to 3 concurrent chats.
• Rapid triage, diagnosis, and root cause analysis within chat pace.
• Create comprehensive internal work orders in IWMS within 10-minute AHT.
• Manage P1 exceptions, stabilize communication, and route as needed.
• Maintain data governance and trigger compliance notifications as required.
• Troubleshoot using knowledge bases and SOPs to minimize escalations.
• Own end-to-end ticket creation from bot handover to resolution.

Skills

Judgment

Structured problem solving

Analytical reasoning

Decision making under ambiguity

Composure under pressure

Self-driven

Tools

Ticketing platforms

Chat systems

Case management systems

Job description

Workplace Support Senior Live Chat Specialist

About the Role

We are seeking an experienced, highly analytical, and customer-obsessed Workplace Support Senior Live Chat Specialist. This is a global role operating in a high volume, 24/7/365 environment.

This is not a traditional customer service or call center role the key differentiator is judgment. We need someone who can think while typing, make sound decisions under ambiguity, and own outcomes independently.

The successful candidate will handle real-time queue clearance focused purely on Facilities & Workplace Management. The interactions begin after an AI Bot has either deflected baseline queries or successfully extracted mandatory data, allowing specialists to skip discovery and immediately drive high-velocity resolutions. Where immediate resolution is not possible, you will leverage judgment to generate tickets and route high quality support orders to the right resolver groups. You will ensure complete context and precise diagnostics for downstream centralized dispatch teams, all while maintaining strict ownership of the employee experience.

Success in this role requires the ability to confidentially manage a concurrency of 3 simultaneous live chats, maintaining a target Average Handle Time (AHT) of 10 minutes without compromising quality.

Key Responsibilities

• Real-Time Issue Resolution:Resolve employee workspace issues through live chat by rapidly diagnosing problems, identifying solutions, and delivering clear, accurate guidance across up to 3 concurrent conversations.
• Rapid Triage & Diagnosis:Quickly assess severity, urgency, and complexity of incoming chat requests; apply critical thinking to identify root causes and provide solutions within the pace of a live conversation.
• Case Management & Documentation:For chats requiring manual remediation or local dispatch, create comprehensive internal work orders in the IWMS within the 10-minute AHT window. Tickets must contain diagnostics, asset context, and clear next steps to enable downstream resolution with zero back-and-forth.
• Critical P1 Exception Management:Act as the immediate human safety net. When P1 Critical Exceptions (e.g., major water leaks, server room HVAC failures, active safety hazards) bypass the Tier 0 bot, you must instantly seize ownership, stabilize communication, and initiate agreed routing protocols.
• Data Governance & SLA Loop Accountability:Act as the live defense mechanism for global building data integrity. When encountering inaccuracies in building metadata, execute the live error-routing mechanism to trigger compliance notifications to the content/database management team.
• Knowledge-Based Troubleshooting:Rapidly navigate internal knowledge repositories and SOPs to resolve complex issues independently during live interactions, minimizing the need for escalations.
• End-to-End Ownership:Take total ownership from the moment the Tier 0 bot hands over the SSO payload through to successful ticket creation/logging or a seamless regional shift handover.

Core Competencies Non-Negotiable

• Judgment Over Speed:Thinks while typing, balancing employee impact, structural asset risk, and operational priorities in real time.
• Structured Problem Solving:Leans on structured troubleshooting and logic rather than script following; validates assumptions against pre-populated SSO site payload and adapts when initial hypotheses prove incorrect.
• Analytical Reasoning:Breaks down complex problems into component parts, evaluates evidence, and draws logical conclusions all within the pace of a live conversation.
• Decision Making Under Ambiguity:Makes sound decisions when information is incomplete or conflicting.
• Composure Under Sustained Pressure:High volume, frustrated employees, and incomplete information do not compromise quality, empathy, and professionalism.
• Self-Driven Operator:Owns production metrics (AHT, concurrency, ticket quality) without constant supervision.

Required Qualifications

• Minimum 6 years of experience supporting customers/employees through Live Chat, Service Desk, Contact Center, or Workplace Support
• Minimum 4 years of primary experience in a real-time, multi-concurrency live chat environment (standalone call center phone experience alone does not qualify)
• Demonstrated typing speed of 60+ WPM with high accuracy
• Proven ability to break down complex, multi-layered problems and drive resolution independently without constant escalation
• Excellent written English and business communication skills suited to real-time, high-pressure professional interactions; additional language proficiency is a plus
• Proven experience with enterprise ticketing platforms, chat systems, and case management systems
• Proven track record of delivering superior customer service in a high-volume, real-time environment

Preferred Qualifications

• Direct experience using an Integrated Workplace Management System (IWMS) or similar corporate real estate systems
• Strong background in Facilities Management, Corporate Real Estate, or Workplace Operations Support (understanding of HVAC systems, badge provisioning, space management, and MEP utilities)
• Experience working within a global or multi-regional support organization (handling handovers across AMER, EMEA, and APAC time zones)

Performance Expectations

• Confidently manage 3 simultaneous live chats within a 10-minute AHT target
• Independently resolve issues with minimal escalation while maintaining quality
• Produce comprehensive work orders/tickets that enable downstream resolution with zero follow-up
• Own production metrics (AHT, concurrency, ticket quality, first-contact resolution) without constant supervision
• Deliver outstanding customer experiences while consistently meeting/exceeding SLA commitments