Online Chat Tech Support Agent (Freelance) at OA Digital Media Limited

Job Overview

As an Online Chat Tech Support Operator, you will be responsible for providing exceptional real-time assistance to customers through a web-based chat platform. Your focus will be on troubleshooting technical issues, answering product-related queries, and ensuring a high level of customer satisfaction.

Responsibilities

• Promptly and efficiently handle customer inquiries via live chat.
• Diagnose, troubleshoot, and resolve technical issues related to the company's products or services.
• Guide customers through step-by-step solutions in a clear, concise manner.
• Offer recommendations for issue resolution and possible product enhancements.
• Work closely with other team members, including phone support and email support agents.
• Document support interactions in the company's CRM system.
• Escalate unresolved issues to the appropriate internal teams.
• Meet or exceed key performance indicators, including response time and customer satisfaction ratings.
• Stay updated with product knowledge, technical specifications, and company policies.

Qualifications

• High school diploma or equivalent; Bachelor's degree in a related field is a plus.
• Previous experience in customer service or technical support is preferred.
• Exceptional written communication skills.
• Ability to multitask and manage multiple chat windows simultaneously.
• Strong problem-solving skills.
• Familiarity with CRM systems and chat support software.
• A good understanding of computer systems, mobile devices, and other tech products.

Skills

• Customer-centric mindset
• Empathy and active listening
• Technical aptitude
• Time management
• Attention to detail

Work Environment

This job may be performed remotely or in an office setting. Flexibility for shift work may be required, including weekends and holidays.

Compensation and Benefits

• Competitive salary
• Performance bonuses
• Opportunities for career advancement