Remote SaaS Chat Support Specialist

Ellenco Estágios e Treinamentos; Wichita Falls (TX); Remote; USD 38,000 - 52,000; Full time

Job summary

Sage Expense Management is seeking an Online Chat Representative to join our team and be the first point of contact for customers, delivering guidance through our online chat platform. In this remote role, you will handle real-time chats, assist with expense management features, address billing questions, and document interactions in our CRM system.

You should show excellent written English, strong multitasking, empathy, and a willingness to learn our products to reduce escalations and improve

Qualifications

• Proven experience in a customer-facing role in SaaS or tech.
• Exceptional written English with strong grammar and spelling.
• Strong typing and ability to manage multiple chats.
• Excellent problem solving and quick thinking.
• Empathetic, patient, and professional in customer engagements.
• Ability to work independently in a remote environment.
• Proficient with helpdesk software and CRM systems.
• Experience in financial technology or expense management support is desirable.
• Familiarity with fully remote team structures is a plus.

Responsibilities

• Engage with customers in real-time online chat.
• Provide support for expense management software, including feature navigation, account queries, and billing.
• Troubleshoot and diagnose technical problems, guiding users through corrective steps.
• Maintain detailed records of customer interactions and resolutions in the CRM.
• Escalate unresolved or complex issues to appropriate internal teams.
• Develop understanding of our products to provide effective support.
• Identify customer needs and help users utilize features effectively.
• Contribute to the knowledge base and support documentation.

Skills

Customer-facing

SaaS experience

Written English

Typing speed

Multitasking

Empathy

Remote work

CRM proficiency

Analytical thinking

Tools

CRM software

Job description

Sage Expense Management is seeking an Online Chat Representative to join our team and be the first point of contact for customers, delivering guidance through our online chat platform. In this remote role, you will handle real-time chats, assist with expense management features, address billing questions, and document interactions in our CRM system.

You should show excellent written English, strong multitasking, empathy, and a willingness to learn our products to reduce escalations and improve