Remote Live Chat Agent — Customer Support

Epoxy Docs; Gettysburg (Adams County); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

Paid holidays

401(k) retirement plan

Job summary

Epoxy Docs is seeking a reliable Remote Live Chat Agent to serve as the first point of contact for customers via online chat channels. You will respond to questions, identify needs, guide customers through services, and document interactions with accuracy.

The role requires strong written communication, the ability to manage multiple conversations, and a professional, helpful attitude. Remote work with full-time benefits is offered.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, chat support, call center, administrative, or similar is preferred.
• Strong written communication and professional grammar.
• Ability to communicate clearly through text.
• Strong typing and computer skills.
• Excellent attention to detail and accuracy.
• Ability to multitask and prioritize several conversations.
• Ability to stay professional with frustrated customers.
• Strong problem-solving and organizational skills.

Responsibilities

• Respond promptly and professionally to customers through live chat and digital messaging channels.
• Answer questions about Epoxy Docs services, processes, documentation, and general customer inquiries.
• Identify customer needs and provide clear, accurate information.
• Guide customers through available services and next steps.
• Collect relevant customer information and document interactions.
• Identify opportunities to assist customers with additional services when appropriate.
• Qualify inquiries and route potential sales opportunities to the appropriate team.
• Schedule consultations, callbacks, or follow-up communications.
• Escalate technical, billing, account, or service-related issues as needed.
• Maintain accurate customer records in the CRM or support system.
• Follow chat scripts, workflows, policies, and escalation procedures.
• Protect confidential information.
• Collaborate with other teams.
• Meet response-time, productivity, quality, and customer-satisfaction standards.
• Participate in training and team meetings.

Skills

Customer service

Written communication

Multitasking

Attention to detail

Remote work

Education

High school diploma

Tools

CRM software

Typing

Job description

Epoxy Docs is seeking a reliable Remote Live Chat Agent to serve as the first point of contact for customers via online chat channels. You will respond to questions, identify needs, guide customers through services, and document interactions with accuracy.

The role requires strong written communication, the ability to manage multiple conversations, and a professional, helpful attitude. Remote work with full-time benefits is offered.