Online Chat Support Representative

Instituto de Química (IQUSP); United States; On-site; USD 32,000 - 52,000; Full time

Job summary

Instituto de Química (IQUSP) is seeking an Online Chat Support Representative to deliver prompt, accurate assistance via live chat and digital messaging. You will resolve inquiries, provide product and policy information, and guide customers through next steps to ensure a positive experience.

The role emphasizes strong written communication, problem-solving, and the ability to manage multiple conversations while maintaining service standards within a collaborative team environment.

Qualifications

• High school diploma or higher; related business/communications study is a plus.
• Experience in online customer support or contact centers is preferred.
• Strong written communication with good grammar and professionalism.
• Patient, solution-focused, and capable of multitasking.
• Familiarity with CRM and live chat or ticketing tools is beneficial.

Responsibilities

• Respond to customer inquiries via live chat and online messaging promptly.
• Provide accurate information on products, services, and policies.
• Resolve concerns by researching solutions and guiding next steps.
• Escalate complex cases to appropriate departments with proper follow-up.
• Document interactions and resolutions in support systems.
• Maintain accurate records and update customer information as needed.
• Handle multiple chats simultaneously while upholding quality standards.
• Contribute to process improvements based on recurring issues.
• Follow established procedures and confidentiality requirements.
• Participate in training and support continuous service improvements.

Skills

Written communication

Multitasking

Customer service

Problem-solving

CRM familiarity

Live chat platforms

Ticketing software

Independent with teamwork

Education

High school diploma or higher

Business/Communications background advantageous

Tools

CRM systems

Live chat platforms

Ticketing software

Job description

Online Chat Support Representative – Role Description & Qualifications

Role Overview

The Online Chat Support Representative provides prompt, accurate, and professional assistance to customers through live chat and other digital messaging platforms. This role focuses on resolving inquiries, addressing concerns, and delivering a positive customer experience while maintaining high service standards. The position requires excellent written communication, strong problem‑solving abilities, and the ability to manage multiple customer conversations efficiently.

Key Responsibilities

• Respond to customer inquiries through live chat and online messaging platforms in a timely and professional manner.
• Provide accurate information regarding products, services, policies, and account‑related requests.
• Resolve customer concerns by identifying issues, researching solutions, and guiding customers through appropriate next steps.
• Escalate complex or unresolved cases to the appropriate departments while ensuring proper follow‑up.
• Document customer interactions, resolutions, and service requests within customer support systems.
• Maintain accurate records of support activities and update customer information when required.
• Handle multiple chat conversations simultaneously while maintaining service quality and response time standards.
• Identify recurring customer concerns and communicate feedback to support continuous service improvement.
• Follow established customer service procedures, quality guidelines, and confidentiality requirements.
• Participate in training sessions and contribute to the ongoing improvement of customer support processes.

Qualifications and Requirements

• High school diploma or higher; additional education in Business, Communications, Customer Service, or a related field is an advantage.
• Experience in online customer support, live chat, customer service, or contact center environments is preferred.
• Excellent written communication skills with strong grammar, spelling, and professionalism.
• Strong customer service orientation with the ability to remain patient and solution‑focused.
• Ability to multitask and manage several customer interactions simultaneously.
• Familiarity with customer relationship management systems, live chat platforms, or ticketing software is beneficial.
• Strong organizational skills and attention to detail.
• Basic computer proficiency and confidence using multiple digital applications.
• Ability to work independently while collaborating effectively within a team environment.
• Dependable, adaptable, and committed to delivering exceptional customer support.

Summary

• The Online Chat Support Representative plays an important role in delivering efficient, high‑quality digital customer service through responsive communication and effective problem resolution. This position offers opportunities to strengthen customer service expertise, develop digital communication skills, and contribute to a positive customer experience while supporting the organization’s service excellence objectives.