Job Overview:
We are looking for a versatile Chat Support Representative with experience in both sales and
technical support. This role requires someone who can engage customers through live chat,
resolve product or technical issues, and proactively identify sales opportunities to drive customer
satisfaction and business growth.
Key Responsibilities:
- Provide real-time assistance to customers via live chat, addressing inquiries with accuracy and professionalism.
- Troubleshoot technical issues, guide customers through problem resolution, and escalate complex cases when necessary.
- Promote products and services by identifying customer needs, recommending solutions, and upselling where appropriate.
- Collaborate with technical and sales teams to ensure seamless support and effective resolution of customer concerns.
- Maintain accurate documentation of interactions in CRM/ticketing systems while meeting quality and performance metrics.
Qualifications:
- At least 1 year of experience in chat-based customer support, with exposure to both sales and technical support functions.
- Strong written communication skills with the ability to explain solutions clearly and persuasively.
- Basic technical knowledge to troubleshoot common product or service issues.
- Sales-oriented mindset with the ability to identify and act on opportunities.
- Adaptable, customer-focused, and able to multitask in a fast-paced environment.
Preferred Skills:
- Experience in e-commerce, SaaS, or tech-related industries.
- Familiarity with CRM or ticketing tools (e.g., Zendesk, Freshdesk, Intercom).
- Ability to work on rotating shifts, including weekends/holidays.
