Live Chat Agent

Appsierra Group; Applewood (CO); On-site; USD 40,000 - 60,000; Full time

Job summary

Appsierra Group is looking for a Live Chat Agent to provide real-time customer support through our online chat platform, delivering fast, accurate assistance with empathy. You will respond within tight SLAs, diagnose issues, document interactions in the CRM, escalate when needed, and help improve knowledge base articles while upholding the brand voice.

This role benefits from strong writing skills and the ability to multitask in a fast-paced environment; familiarity with Zendesk or Freshdesk is

Qualifications

• 1-7 years of live chat or customer service experience.
• Strong written communication with a keen eye for grammar and spelling.
• Familiarity with chat platforms, CRM software, and basic troubleshooting tools.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Customer-focused mindset with solid problem-solving skills.

Responsibilities

• Respond to inbound chat requests promptly with a target response time under 30 seconds.
• Diagnose and resolve product, service, and technical issues per company guidelines.
• Document interactions accurately in the CRM for future reference and reporting.
• Escalate complex cases to the appropriate department and follow up to ensure closure.
• Identify trends in customer inquiries and provide feedback to improve knowledge base articles.
• Maintain a professional and courteous tone reflecting the brand voice in all communications.
• Meet or exceed performance metrics, including satisfaction scores and chat volume targets.

Skills

Written communication

CRM software

Chat platforms

Troubleshooting tools

Multitasking

Time management

Customer-centric attitude

Tools

Zendesk

Freshdesk

HTML/CSS basics

Job description

About the role

The Live Chat Agent provides real-time assistance to customers via our online chat platform, ensuring swift resolution of inquiries and a seamless digital experience. This position requires strong written communication skills, empathy, and the ability to manage multiple conversations efficiently.

Key responsibilities

• Respond to inbound chat requests promptly, maintaining a target response time of under 30 seconds.

• Diagnose and resolve product, service, and technical issues while adhering to company guidelines.

• Document interactions accurately in the CRM system for future reference and reporting.

• Escalate complex cases to the appropriate department and follow up to ensure closure.

• Identify trends in customer inquiries and provide feedback to improve knowledge base articles.

• Maintain a professional and courteous tone, reflecting the brand’s voice in all communications.

• Meet or exceed established performance metrics, including satisfaction scores and chat volume targets.

Required qualifications

• 1-7 years of experience in live chat support or customer service roles.

• Exceptional written communication skills with a keen eye for grammar and spelling.

• Proficiency with chat platforms, CRM software, and basic troubleshooting tools.

• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• Strong problem-solving skills and a customer‑centric attitude.

Nice to have

• Experience with e-commerce or SaaS products.

• Familiarity with ticketing systems such as Zendesk or Freshdesk.

• Basic knowledge of HTML/CSS for troubleshooting web‑related issues.

• Fluency in a second language to support a diverse customer base.