Online Chat Agent - job 1 of 2

We are seeking a proactive, tech-savvy Online Chat Agent to serve as the first point of contact for customers seeking assistance with our IT products and services. You’ll communicate with users via live chat, resolve technical issues, and guide them through processes efficiently and professionally.
Key Responsibilities
• Respond promptly to customer inquiries via online chat systems (e.g., Intercom, Zendesk, LiveChat).
• Diagnose and troubleshoot basic technical issues or escalate complex ones to higher-level support.
• Provide clear, step-by-step guidance to customers using software, cloud platforms, or IT services.
• Maintain detailed and accurate logs of all customer interactions in CRM or ticketing systems.
• Collaborate with other departments (IT, Sales, Engineering) to resolve customer concerns.
• Identify recurring issues and suggest improvements to processes or documentation.
• Meet or exceed daily KPIs such as response time, resolution time, and customer satisfaction.
• Stay updated on new products, updates, and common support scenarios.

Skills and Qualifications
• High school diploma or equivalent; college degree preferred (especially in IT, Business, or Communications).
• Strong typing skills (40+ WPM) and ability to manage multiple chats simultaneously.
• Excellent written communication, grammar, clarity, and tone are essential.
• Familiarity with basic IT concepts (e.g., software installation, cloud access, account configuration).
• Ability to use support platforms such as Zendesk, Freshdesk, Intercom, Salesforce, etc.
• Comfortable working independently and remotely, with strong time-management skills.