Job Description

Job Summary:
The Email/Chat Support Representative will be responsible for assisting customers via email and live chat, addressing inquiries, resolving issues, and ensuring a smooth customer experience. This role requires strong written communication skills, problem-solving abilities, and the ability to multitask in a fast-paced environment.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email and chat.
• Provide accurate information, troubleshooting guidance, and step-by-step assistance.
• Handle complaints with empathy and ensure effective resolution.
• Document customer interactions, feedback, and resolutions in the system.
• Collaborate with internal teams to escalate complex issues when needed.
• Maintain a high level of product and service knowledge.
• Meet or exceed performance metrics, including response time, customer satisfaction, and resolution rate.

Qualifications:

• High school diploma or equivalent; Associate or Bachelor’s degree preferred.
• Previous experience in email/chat or customer support roles a plus.
• Excellent written communication and grammar skills.
• Strong organizational and multitasking abilities.
• Ability to work independently with minimal supervision.
• Tech-savvy and comfortable using CRM, ticketing systems, and online chat platforms.
• Strong problem-solving and critical-thinking skills.

What We Offer:

• Remote work flexibility.
• Competitive compensation.
• Training and career growth opportunities.
• Supportive team culture.

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