Live Chat Specialist — Fast, Empathetic Customer Support

Appsierra Group

Applewood (CO)

On-site

USD 40,000 - 60,000

Full time

4 days ago

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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.