What are the responsibilities and job description for the Live Support position at 24 Hours Care?
Job Summary
A Live Support Job involves real-time online assistance via chat, answering questions, troubleshooting product/service issues, resolving problems, and guiding customers, requiring strong communication, multitasking, problem-solving, typing skills, empathy, and product knowledge to ensure high customer satisfaction. Key duties include quick, concise responses, proactive engagement, documentation, and meeting performance targets, often remotely.
Key Responsibilities:
- Customer Engagement: Interact with customers via online chat, providing information and assistance.
- Problem Solving: Troubleshoot issues, fix product/service problems, and guide users through complex solutions.
- Information Provision: Answer inquiries, explain features, and offer relevant details efficiently.
- Proactive Support: Engage customers before they ask for help to improve experience.
- Documentation: Log interactions, solutions, and follow-up actions in support systems.
- Performance: Meet metrics for response time, satisfaction (CSAT), and chat volume.
Essential Skills:
- Communication: Excellent written skills, clear articulation, grammar, and spelling.
- Multitasking: Handle multiple chats simultaneously.
- Problem-Solving: Quick, logical thinking to resolve issues.
- Technical Aptitude: Understand products/services and convey technical fixes.
- Empathy: Understand customer needs and frustrations.
- Typing: Fast and accurate typing for efficient chats.
Requirements:
- High school diploma or equivalent.
- Reliable internet and quiet workspace (for remote roles).
- Customer service experience is often preferred.
Pay: $25.51 - $30.72 per hour
Expected hours: 40.0 per week
Work Location: Hybrid remote in Auburndale, MA 02466
Salary : $26 - $31