Remote Customer Support Representative / Live Chat Agent

Remote Customer Support Representative / Live Chat Agent

Audacy, a leading digital media company specialising in audio entertainment, is seeking a dedicated and professional Remote Customer Support Representative to join our team. As a key member of our support staff, you will be the first point of contact for our listeners, providing exceptional service primarily through live chat. You will play a crucial role in ensuring a seamless and positive user experience across our network of radio stations, podcasts, and digital platforms. This is a full-time, remote position, offering the flexibility to work from home while being part of a dynamic and innovative team. We are looking for a proactive individual with excellent communication skills and a passion for helping others.

This role offers a competitive salary of $27 - $40 USD per hour.

Key Responsibilities

• Respond promptly and professionally to customer enquiries via live chat, email, and other digital communication channels.
• Provide accurate and helpful information regarding Audacy's products, services, and content.
• Troubleshoot and resolve technical issues related to streaming services, mobile applications, and website functionality.
• Efficiently manage and prioritise multiple customer conversations simultaneously.
• Document all customer interactions, issues, and resolutions accurately within our CRM system.
• Identify recurring customer issues and escalate complex problems to the appropriate internal teams for resolution.
• Gather customer feedback to help our product and content teams improve the overall user experience.
• Maintain a high level of customer satisfaction by demonstrating empathy, patience, and a deep understanding of our services.

Qualifications and Skills

• Proven experience in a customer support, helpdesk, or similar client-facing role, with a strong emphasis on written communication.
• Exceptional written and verbal communication skills in English, with a keen eye for detail and grammar.
• Demonstrable experience using live chat software and CRM systems.
• Strong problem-solving skills and the ability to think critically to find effective solutions for customers.
• The ability to work independently and manage your time effectively in a remote setting.
• A patient, empathetic, and customer-focused attitude.
• Familiarity with digital media, streaming services, or the audio entertainment industry is highly desirable.
• Proficiency with standard office software and the ability to learn new systems quickly.

Audacy is committed to the well-being and growth of our employees. We offer a competitive salary and a supportive work environment where you can develop your skills and advance your career in the digital media industry. Join us and become part of a team that is passionate about delivering engaging audio experiences to listeners across the United States.