Real-Time Support Specialist

Gilder Search Group

Killeen (TX)

On-site

USD 42,000 - 64,000

Full time

3 days ago

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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.