We are seeking a reliable and detail-oriented Hybrid Email/Chat Representative to provide high-quality, non-voice customer support via email and live chat. The ideal candidate is a strong communicator, tech-savvy, and able to handle multiple conversations and support tickets simultaneously while delivering excellent customer service.
Respond to customer inquiries through email and live chat with accurate, timely, and personalized solutions
Troubleshoot issues related to products, orders, billing, accounts, or technical problems
Maintain a high level of professionalism and empathy in written communications
Manage multiple chat conversations and email tickets concurrently without compromising quality
Document all customer interactions clearly and accurately in the CRM or ticketing system
Escalate complex or unresolved issues to the appropriate team or supervisor
Stay current with product knowledge, company policies, and support procedures
Assist in identifying recurring issues and suggest improvements to processes or help documentation
Meet or exceed key performance metrics, including first response time, resolution rate, and customer satisfaction
High school diploma or equivalent; associate’s or bachelor’s degree preferred
Excellent written communication skills with attention to tone, clarity, and grammar
Ability to multitask and manage high-volume workloads in a fast-paced environment
Experience using CRM or help desk systems (e.g., Zendesk, Freshdesk, Intercom)
Strong problem-solving skills and attention to detail
Hybrid work model
Work from home
Flexible schedule
Remote
Professional development assistance
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