Chat Support Agent

Qureos; Atlanta (GA); On-site; USD 19,000 - 28,000; Full time

Job summary

Qureos is seeking a Chat Support Agent in Atlanta, GA to deliver real-time assistance via chat and provide exceptional customer service. You will troubleshoot issues, guide users through the website, and ensure accurate logging of interactions while maintaining a helpful demeanor.

The role emphasizes communication, collaboration, and a customer-first mindset, with flexible shifts across nights, weekends, and holidays. Training and product knowledge development are ongoing expectations.

Qualifications

• High school diploma or equivalent; college degree preferred.
• Experience in customer service, preferably in chat support.
• Excellent written communication with strong grammar and spelling.
• Strong problem-solving and attention to detail.
• Ability to multitask and manage multiple chats simultaneously.
• Proficiency with support software and ticketing systems.
• Basic technical troubleshooting knowledge.
• Strong interpersonal skills and teamwork ability.
• Willingness to work varied shifts including nights and weekends.
• Empathy and patience with customers; reliable and punctual.

Responsibilities

• Respond to customer inquiries via chat promptly and professionally.
• Troubleshoot technical issues and provide appropriate solutions.
• Escalate complex issues to higher-level support as needed.
• Guide customers through website navigation and troubleshooting steps.
• Maintain logs and update information in the system.
• Communicate product information and updates to customers.
• Assist in processing orders, cancellations, and refunds as needed.
• Collaborate with team to improve support processes.
• Follow up to ensure issues are resolved to satisfaction.
• Stay up to date with company products and services.
• Monitor and manage multiple chat conversations simultaneously.
• Analyze feedback and report recurring issues to management.
• Provide product recommendations based on needs and preferences.
• Adhere to policies and procedures in resolving complaints.
• Participate in regular training to enhance knowledge and skills.
• Identify opportunities to improve customer experience and share insights.

Skills

Written communication

Multitasking

Customer service

Ticketing systems

Technical troubleshooting

Team collaboration

Shifts flexibility

Empathy

Reliability & punctuality

Product learning

Education

High School diploma or equivalent

College degree preferred

Tools

Ticketing software

CRM systems

Chat platforms

Job description

Our customer is hiring for the following role:

A Chat Support Agent plays a crucial role in delivering real-time assistance and exceptional customer service through online chat platforms. The primary responsibility is to address customer inquiries, troubleshoot issues, and provide product or service information efficiently and professionally. This role requires strong communication skills, the ability to multitask, and a customer-focused mindset. Chat Support Agents must also be adept at using various software tools to manage support tickets, track interactions, and ensure prompt resolution of customer concerns, all while maintaining a positive and helpful demeanor.

Requirements

• - High school diploma or equivalent; college degree preferred.
• - Proven experience in a customer service role, preferably in a chat support environment.
• - Excellent written communication skills, with a focus on grammar and spelling.
• - Strong problem-solving abilities and attention to detail.
• - Ability to multitask and manage multiple chat conversations simultaneously.
• - Proficiency in using customer support software and ticketing systems.
• - Basic understanding of technical troubleshooting for common issues.
• - Strong interpersonal skills and ability to work effectively in a team environment.
• - Flexibility to work various shifts, including nights, weekends, and holidays.
• - Ability to remain calm and professional under pressure.
• - Strong organizational skills and ability to prioritize tasks.
• - Familiarity with company products and services, or the ability to quickly learn and adapt.
• - Empathy and patience when dealing with customer inquiries and complaints.
• - High level of reliability and punctuality.
• - Ability to follow company policies and procedures.
• - Prior experience in e-commerce or a related industry is a plus.
• - Willingness to participate in ongoing training and development initiatives.

Responsabilities

• - Respond to customer inquiries via chat promptly and professionally.
• - Troubleshoot technical issues and provide appropriate solutions.
• - Escalate complex or unresolved issues to a higher level of support.
• - Guide customers through website navigation and troubleshooting steps.
• - 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.
• - Collaborate with team members to improve customer support processes.
• - Follow up with customers to ensure their issues have been resolved.
• - Stay up to date with company products and services.
• - Monitor and manage multiple chat conversations simultaneously.
• - Analyze customer feedback and report recurring issues to management.
• - Provide product recommendations based on customer needs and preferences.
• - Adhere to company policies and procedures in resolving customer complaints.
• - Participate in regular training sessions to enhance product knowledge and customer service skills.
• - Identify opportunities for improving customer experience and share insights with the team.