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Customer Support Agent – Live Chat

4 weeks ago

Lahore, Punjab, Pakistan Konext Full time
Customer Support Agent – Live Chat & Technical Support (Inbound)

We are seeking a dedicated Customer Support Agent to join our team, providing exceptional service through live chat and email. As the first point of contact, you will handle inbound chats professionally, resolving product-related inquiries and technical issues to ensure a smooth customer experience.

Key Responsibilities:

  1. Handle inbound customer chats and emails, offering timely and courteous support.
  2. Troubleshoot technical issues and guide customers with clear instructions.
  3. Respond to inquiries about product features, usage, or account concerns.
  4. Follow up proactively to ensure issues are resolved and customer satisfaction is achieved.
  5. Escalate complex technical issues appropriately while maintaining ownership.
  6. Maintain and update the customer support knowledge base.
  7. Collaborate with technical, product, and sales teams for seamless support.
  8. Provide feedback to improve workflows, interactions, and team performance.
  9. Participate in ongoing training on product features and customer service best practices.

Requirements:

  1. Experience in live chat support or customer service, especially with technical inquiries.
  2. Excellent written communication skills with clarity and professionalism.
  3. Strong troubleshooting and problem-solving abilities.
  4. Ability to manage multiple chats simultaneously while maintaining quality.
  5. Familiarity with live chat platforms and ticketing systems.
  6. Comfortable working in a fast-paced environment with rotating shifts, including remote night shifts.
  7. High attention to detail for accurate query handling.
  8. Flexible, adaptable, and able to prioritize tasks effectively.
  9. Technical knowledge of software or web platforms is advantageous.

What We Offer:

  1. Competitive salary and benefits.
  2. Flexible hours with day and remote night shifts.
  3. Supportive, collaborative work environment.
  4. Opportunities for career growth and skill development.
Seniority level
  • Entry level
Employment type
  • Full-time

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