Job description
This is a remote position.
Job Overview:
As an Online Chat Tech Support Agent in the USA, you'll play a pivotal role in delivering exceptional real-time assistance to our customers via web-based chat and both inbound and outbound calls. Your responsibilities will encompass troubleshooting technical issues, addressing product inquiries, and ensuring overall customer satisfaction.
Responsibilities:
Swiftly and effectively manage customer inquiries through live chat, as well as inbound and outbound calls.
Diagnose and resolve technical issues related to our products and services.
Provide customers with clear and concise step-by-step solutions.
Offer insights for issue resolution and recommend potential product enhancements.
Collaborate closely with cross-functional teams, including phone and email support.
Accurately document support interactions in our CRM system.
Escalate unresolved issues to the relevant internal teams.
Consistently meet or exceed key performance indicators, including response times and customer satisfaction ratings.
Keep abreast of product knowledge, technical specifications, and company policies.
Qualifications:
High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
Prior experience in customer service or technical support is advantageous.
Exceptional written and verbal communication skills.
Proficiency in multitasking and managing multiple chat windows and calls concurrently.
-Strong problem-solving skills.
Familiarity with CRM systems and chat support software.
Solid understanding of computer systems, mobile devices, and other tech products.
Phone and Online tech support experience required
Skills:
-Customer-centric mindset
-Empathy and active listening
-Technical aptitude
-Effective time management
-Meticulous attention to detail
Work Environment:
This role can be performed either remotely or in an office setting. Flexibility for shift work, including weekends and holidays, may be necessary.
Requirements
Qualifications:
High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
Prior experience in customer service or technical support is advantageous.
Exceptional written and verbal communication skills.
Proficiency in multitasking and managing multiple chat windows and calls concurrently.
-Strong problem-solving skills.
Familiarity with CRM systems and chat support software.
Solid understanding of computer systems, mobile devices, and other tech products.
Benefits
Compensation and Benefits:
-Competitive salary
-Performance-based bonuses
-Opportunities for career advancement
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.