Chat Support Specialist - Real-Time Customer Care

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

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.