Remote Live-chat Customer Support - Part-Time

Chat representatives provide online customer service through a live chat support system. Your specific job duties vary, depending on your company and industry. But general responsibilities may include using online chat portals to answer questions, resolve payment issues, or help customers place orders. Technical chat representatives may help customers fix or solve problems they have with their electronics or service systems. Most chat representatives focus on communicating through text chat systems and email, but companies may also ask you to use a voice chat system. Chat representatives may work in a customer support facility, an office, or remotely from home.
How to Become a Chat Representative

The primary qualifications for becoming a chat representative depend on the company. Most businesses only require a high school diploma or equivalent and the ability to follow resolution guides for common problems, but specialty industries may need more training or experience. This is particularly common in areas like IT, where familiarity with electronic hardware and software may be essential to the role. Previous experience in a customer service environment is useful, but some companies provide on-the-job training to new employees. Other qualifications you need to become a chat representative include excellent communication and problem management skills, and the ability to remain professional in stressful situations.

Primary position responsibilities will include:

• Resolving end user inquiries by utilizing multiple technologies including chat and web-based inquiries.

• Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently.

• Handling and resolving situations with customers in a timely and effective manner.

• Assisting management with special projects relating to customer service.

• Responding to all inbound chats and assisting management for the entire shift with exception of assigned break times.

• Handling multiple job tasks at one time and escalating issues in a timely manner

Requirements:

• Able to sit and work at a desk and on the computer for extended periods of time.

• Able to maintain a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift.

• Able to pass a typing speed test and type 50 WPM

• Ability to take inbound (voice) phone calls in a conversation-heavy environment.

• Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above).

• High School diploma or GED.

• Must be at least 18 years old

• Able to work a variable schedule, including evenings and weekends, based on call center needs.

• Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills.

• At least 1 year of professional customer service experience, preferably in a large Call Center environment as a chat agent.

• Willing to accept a temporary assignment.

• Must reside within an approved state.

• Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL).
20 Mbps Download10 Mbps Upload100ms Ping or lessJitter: 40 MS or lessHardwired ConnectionWired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Preferred skills:

College degree or some level of college completed
Able to easily operate a computer learning and adapt quickly to software applications
Able to troubleshoot caller issues and provide supporting help documentation
Committed to quality and service matrix and culture
Able to quickly adapt to face changing situations
Able to provide positive customer experience for customers
Self-motivated, accountable approach combined with strong sense of teamwork
Strong sense of customer service with enthusiastic, energetic, and professional behavior
Good organizational skills and detail-oriented
Excellent time management skills

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