Job Description

Job Summary

A Live Support Job involves real-time online assistance via chat, answering questions, troubleshooting product/service issues, resolving problems, and guiding customers, requiring strong communication, multitasking, problem-solving, typing skills, empathy, and product knowledge to ensure high customer satisfaction. Key duties include quick, concise responses, proactive engagement, documentation, and meeting performance targets, often remotely.

Key Responsibilities:

Customer Engagement: Interact with customers via online chat, providing information and assistance. Problem Solving: Troubleshoot issues, fix product/service problems, and guide users through complex solutions. Information Provision: Answer inquiries, explain features, and offer relevant details efficiently. Proactive Support: Engage customers before they ask for help to improve experience. Documentation: Log interactions, solutions, and follow-up actions in support systems. Performance: Meet metrics for response time, satisfaction (CSAT), and chat volume.

Essential Skills:

Communication: Excellent written skills, clear articulation, grammar, and spelling. Multitasking: Handle multiple chats simultaneously. Problem-Solving: Quick, logical thinking to resolve issues. Technical Aptitude: Understand products/services and convey technical fixes. Empathy: Understand customer needs and frustrations. Typing: Fast and accurate typing for efficient chats.

Requirements:

High school diploma or equivalent. Reliable internet and quiet workspace (for remote roles). Customer service experience is often preferred.
Pay: $25.51 - $30.72 per hour

Expected hours: 40.0 per week

Work Location: Hybrid remote in Auburndale, MA 02466