Live Support Agent

Gilder Search Group; Killeen (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Gilder Search Group is seeking a dedicated Live Support Agent to join our dynamic team. You will be the frontline representative, providing real-time assistance and ensuring a seamless support experience for customers.

In this role you will respond via live chat, phone, and email; diagnose issues; document solutions; and stay updated on products and policies. Strong communication, empathy, and reliability are essential to succeed.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Proven experience in customer service or live support roles.
• Strong written and verbal communication skills.
• Ability to multitask and manage time in a fast-paced environment.
• Familiarity with CRM software and live chat platforms is a plus.
• Problem-solving mindset with patience and empathy.
• Flexibility to work evenings and weekends if required.

Responsibilities

• Respond promptly to customer inquiries via live chat, phone, and email.
• Diagnose and troubleshoot technical or service-related issues.
• Document interactions and solutions in the support system.
• Maintain up-to-date knowledge of products, services, and company policies.
• Identify opportunities to enhance customer satisfaction and promote company offerings when appropriate.
• Collaborate with team members and escalate issues to specialized departments when necessary.
• Participate in training sessions and stay informed about new tools and updates.

Skills

Customer service

Live chat

Communication skills

Multitasking

CRM software

Problem-solving

Time management

Empathy

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

CRM software

Job description

We are seeking a dedicated Live Support Agent to join our dynamic team. In this role, you will be the frontline representative of our company, providing real-time assistance to customers and ensuring a seamless support experience. If you enjoy problem-solving and have a passion for delivering exceptional service, this position offers an exciting opportunity to make a direct impact on customer satisfaction and loyalty.

Responsibilities

• Respond promptly to customer inquiries via live chat, phone, and email.
• Diagnose and troubleshoot technical or service-related issues.
• Document interactions and solutions accurately in the support system.
• Maintain up-to-date knowledge of products, services, and company policies.
• Identify opportunities to enhance customer satisfaction and promote company offerings when appropriate.
• Collaborate with team members and *escalate* issues to specialized departments when necessary.
• Participate in training sessions and stay informed about new tools and updates.

Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Proven experience in customer service or live support roles.
• Strong communication skills, both written and verbal.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with CRM software and live chat platforms is a plus.
• Problem-solving mindset with patience and empathy toward customers.
• Flexibility to work various shifts, including evenings and weekends, if required.