Chat Support Associate

Chat Support Associate

We are currently seeking a dedicated and articulate Chat Support Associate to join a confidential organisation on a Full-Time or part time basis. In this role, you will be the first point of contact for customers, providing exceptional support and resolving enquiries through our live chat platform. The ideal candidate is a proactive problem-solver with a passion for delivering outstanding customer service. This position is based in Phoenix, Arizona, United States.

The salary for this position is $65,000 - $75,000 USD per annum, dependent on experience.

Responsibilities

• Engage with customers in a professional, timely, and empathetic manner via live chat.
• Accurately identify, assess, and resolve customer queries and concerns at the first point of contact.
• Provide comprehensive information about products and services.
• Troubleshoot technical issues and guide customers through to a resolution.
• Meticulously document all customer interactions and update records in our CRM system.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Collaborate with team members to improve customer service processes and standards.
• Meet and exceed individual and team performance targets.

Qualifications

• Proven experience in a customer-facing role, ideally within a chat or digital support environment.
• Exceptional written communication skills, with a strong command of grammar and punctuation.
• Fast and accurate typing abilities.
• The ability to multitask, prioritise, and manage time effectively in a dynamic setting.
• A high degree of computer literacy and familiarity with CRM systems.
• A patient and customer-focused mindset with excellent problem-solving skills.
• Strong attention to detail and a commitment to quality.
• The ability to work independently while also contributing positively to a team environment.