Job Overview

A Live Chat Support Agent provides real-time assistance to customers through live chat, email, and other support channels. The role focuses on resolving customer inquiries, providing product information, and ensuring a positive customer experience using the tawk.to messaging platform.

Key Responsibilities;

Respond to customer inquiries via live chat in real time.

Provide accurate information about products, services, or account issues.

Handle multiple chat conversations simultaneously while maintaining quality support.

Escalate complex problems to technical or senior support teams when necessary.

Provide email support and follow-up communication with customers.

Maintain professional communication and represent the company positively.

Document customer interactions and update support records when required.

Qualifications;

Excellent written and spoken English communication skills.

Strong customer service mindset and problem-solving ability.

Ability to multitask and manage several chats at once.

Previous customer support or BPO experience is preferred but not always required.

Comfortable working with online tools and support platforms.

Technical Requirements;

Reliable high-speed internet connection

Laptop or computer capable of running support software

Quiet and professional work-from-home environment

Work Setup;

Fully remote position

Flexible or scheduled shifts depending on company needs

Training provided for using the chat platform

Skills That Help You Get Hired;

Fast typing speed

Strong attention to detail

Ability to remain calm with customers

Experience with CRM or help desk tools

Typical tasks during a shift

Monitor website visitors in the chat dashboard

Start conversations with visitors

Answer product questions

Capture leads or customer details

Solve problems or forward tickets to support teams

Agents may also manage multiple chats at the same time, because live chat systems allow support staff to handle several customers concurrently