Live Chat Assistant

About The Role

Invicta Software is looking to hire a proactive Live Chat Assistant who will serve as the primary point of contact for client interactions via live chat. This role focuses on delivering timely and effective assistance, enhancing the customer experience by providing accurate information and resolving inquiries efficiently.

Key Objectives

• Give prompt and professional replies to customer questions through live chat platforms.
• Support customers by sharing product details, providing technical assistance, and resolving issues.
• Maintain a helpful and positive demeanor to build strong relationships with customers.
• Collaborate with internal departments to escalate and resolve complex customer problems.
• Offer insights and feedback on frequent customer concerns and chat process improvements.

Responsibilities

• Promptly handle live chat messages ensuring quality customer engagement.
• Assess customer needs and supply precise information or guide them to the right resources.
• Record chat interactions and update customer databases as required.
• Simultaneously manage multiple chats while paying close attention to detail.
• Coordinate with technical support and sales teams to address customer inquiries.
• Adhere to company policies and procedures to maintain consistency and compliance.
• Contribute to the creation of FAQs and knowledge base materials based on chat insights.

Requirements

• Minimum of a high school diploma or equivalent; associate degree or higher is preferred.
• Experience in customer service, ideally involving live chat or digital support platforms.
• Strong written communication skills with careful attention to grammar and clarity.
• Effective multitasking skills and time management in a fast-paced environment.
• Familiarity with CRM systems and chat software is advantageous.
• Excellent problem-solving ability and composure under pressure.
• Flexibility to work varied hours including evenings or weekends as needed.

Benefits

• Competitive pay complemented by performance-based bonuses.
• Comprehensive coverage including health, dental, and vision insurance plans.
• Opportunities for career advancement and professional development.
• A supportive, diverse, and inclusive workplace.
• Flexible scheduling and paid leave benefits.
• Access to advanced tools and technology.