Remote Live Chat Agent - Online Customer Support

GradeBuzz; Town of Hartland (WI); Hybrid; USD 32,000 - 36,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

GradeBuzz is seeking a Live Chat Agent – Online Customer Assistance to support customers through online chat platforms and digital communication channels. The ideal candidate will respond to inquiries, provide accurate information, resolve common issues, and ensure a positive customer experience throughout every interaction.

This role is suitable for individuals who enjoy communicating with people, solving problems, and working in a fast-paced digital environment.

Qualifications

• High school diploma or equivalent preferred.
• Additional education or training in customer service, business administration, communications, or information technology may be beneficial.
• Candidates with relevant practical experience and strong communication abilities may also be considered.

Responsibilities

• Respond promptly and professionally to customer inquiries received through live chat and other approved digital communication channels.
• Provide clear, accurate, and easy-to-understand answers to questions about products, services, policies, and general business operations.
• Maintain a friendly and respectful tone throughout customer conversations.
• Manage multiple customer conversations simultaneously when required, without compromising response quality.
• Identify customer needs by asking relevant questions and carefully reviewing the information provided.
• Help customers resolve common issues related to account access, order status, service availability, payments, and product information.
• Investigate customer concerns using approved support systems and knowledge resources.
• Provide appropriate troubleshooting instructions for basic technical or service-related problems.
• Escalate complex, urgent, or unresolved cases to the relevant department or supervisor.
• Follow up on outstanding customer requests when necessary to support timely resolution.
• Deliver a positive customer experience by demonstrating patience, empathy, and professionalism.
• Handle complaints calmly and work toward practical, policy-compliant solutions.
• Recognize situations requiring additional assistance and direct customers to the appropriate support team.
• Maintain consistent service quality while working toward customer satisfaction and response-time targets.
• Protect customer trust by communicating transparently and avoiding unsupported promises.
• Record customer conversations, concerns, actions taken, and resolution details in the designated CRM or ticketing system.
• Update customer records accurately and maintain organized case notes.
• Categorize support requests appropriately to help the team identify recurring issues.
• Follow data protection, confidentiality, and information security procedures.
• Share recurring customer questions and feedback with supervisors to help improve support resources.
• Work closely with customer service representatives, technical support teams, and other relevant departments.
• Participate in training sessions, team meetings, and performance reviews.
• Stay informed about changes to products, services, policies, and customer support procedures.
• Contribute suggestions for improving response templates, frequently asked questions, and customer service workflows.
• Meet established productivity, quality, attendance, and customer satisfaction expectations.

Job description

GradeBuzz is seeking a Live Chat Agent – Online Customer Assistance to support customers through online chat platforms and digital communication channels. The ideal candidate will respond to inquiries, provide accurate information, resolve common issues, and ensure a positive customer experience throughout every interaction.

This role is suitable for individuals who enjoy communicating with people, solving problems, and working in a fast-paced digital environment.