Customer Support Agent – Live Chat

1 week ago

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

Note: Only candidates with experience in live chat support and technical support will be considered for this role.

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 for our customers, you will handle inbound chats professionally, resolving product-related inquiries and technical issues efficiently. Your role is crucial in ensuring a smooth and satisfying customer experience.

Key Responsibilities:
  1. Handle inbound customer chats and emails to deliver timely, courteous, and professional support.
  2. Troubleshoot technical issues and guide customers with clear instructions or solutions.
  3. Respond to customer inquiries regarding product features, usage, or account concerns.
  4. Follow up proactively with customers to ensure their issues are fully resolved and satisfaction is achieved.
  5. Escalate complex technical issues to appropriate teams while maintaining ownership of cases.
  6. Update and maintain the customer support knowledge base to improve efficiency and self-service options.
  7. Collaborate with other departments (technical, product, sales) to ensure seamless support.
  8. Provide feedback to improve live chat workflows, customer interactions, and team performance.
  9. Participate in ongoing training to stay updated on product features, technical systems, and customer service best practices.
Requirements:
  1. Proven experience in live chat support or customer service, preferably with technical inquiries.
  2. Exceptional written communication skills, focusing on clarity, grammar, and professionalism.
  3. Strong troubleshooting and problem-solving skills for technical issues.
  4. Ability to manage multiple chats simultaneously while maintaining high-quality responses.
  5. Familiarity with live chat platforms, customer service software, or ticketing systems.
  6. Comfortable working in a fast-paced environment with rotating shifts, including remote night shifts.
  7. High attention to detail for accurate and efficient handling of queries.
  8. Flexible and adaptable, able to prioritize tasks based on customer needs.
  9. Technical knowledge of software or web-based platforms is a plus.
What We Offer:
  1. Competitive salary and benefits package.
  2. Flexible working hours with day and remote night shifts.
  3. A supportive and collaborative work environment.
  4. Opportunities for career growth and skill development.
Seniority level
  • Entry level
Employment type
  • Full-time
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