Level 1 Chat Support Agent

Company Overview

LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.  

Position Overview

We are looking for a skilled and committed Level 1 Chat Support Agent to join our remote team. In this role, you will assist customers through live chat, addressing their inquiries and ensuring a positive support experience. This position is a great fit for individuals with strong communication skills and a desire to help others, with opportunities for growth into technical support.

• You will be responsible for helping customers with processing payments and billing issues, account access issues, modifying plans and add-ons, processing cancellations and refunds, updating account information and questions about different pricing plans available to customers
• You will be responsible for handling 2-3 concurrent live chats

• Over 3 years of level 1 chat support experience handling billing and account related queries
• Experience with help desk tools like Help Scout, Intercom, Freshdesk, or Zendesk
• Exceptional written and verbal English communication skills
• Experience supporting customers using WordPress (nice to have)

• A strong team player with a supportive and friendly attitude
• Has a proactive and can-do approach to work 
• Genuinely enjoys helping people solve their problems and cares about customer experience
• Is passionate about continuous learning and self-improvement

• This is a fully remote position with a standard 40-hour fixed-schedule work week
• It is essential that you have a reliable internet connection as any downtime will significantly impact performance on live chat support
• The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important
• We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment
• This role has the potential for growth into technical support and so would be ideal for anyone looking to advance their career in customer support

• Fully remote work arrangement
• Paid training
• Equipment provided
• HMO