Customer Support Chat Agent – Job Description

Position Overview

The Customer Support Chat Agent provides real-time assistance to customers via online chat. This role ensures customer inquiries are resolved efficiently while maintaining a professional and friendly tone. The ideal candidate is detail-oriented, responsive, and skilled at communicating clearly in writing.

Key Responsibilities

• Respond promptly to customer inquiries via chat.

• Provide accurate information about products, services, and account-related issues.

• Troubleshoot and resolve customer problems, escalating when necessary.

• Maintain detailed records of customer interactions in the CRM system.

• Ensure a consistent and professional communication style in all chat interactions.

• Meet key performance metrics, including response time, resolution rate, and customer satisfaction.

• Stay updated on company products, services, and policies.

Required Skills and Qualifications

• Excellent written communication and typing skills (40+ WPM preferred).

• Strong multitasking and problem-solving abilities.

• Customer-focused attitude with patience and professionalism.

• Familiarity with chat support software (e.g., Zendesk, Intercom, LiveChat, Tidio).

• Basic computer and internet literacy.

• High school diploma or equivalent (Associate or Bachelor’s degree preferred).

Preferred Qualifications

• Previous experience in chat support or virtual customer service.

• Knowledge of CRM systems and online support tools.

• Ability to work flexible hours, including evenings or weekends.