The Live Chat Support Agent provides real-time customer service via chat, managing inquiries and issues while ensuring a positive customer experience.
A Live Chat Support Agent provides real-time, text-based customer service, resolving inquiries, troubleshooting issues, and guiding users via website or app chat platforms. They manage multiple conversations simultaneously, requiring high typing speed, excellent communication skills, and proficiency in CRM tools to deliver prompt, professional support and enhance customer experience.
Responsibilities
- Respond promptly to customer inquiries, complaints, and support requests in a professional and empathetic manner.
- Troubleshoot technical issues, guide users through products, and process requests.
- Accurately document chat interactions, update customer records, and log issue trends in CRM systems.
- Maintain a deep understanding of company products/services to provide accurate information.
- Engage website visitors proactively and identify opportunities to upsell or cross-sell products.
Requirements
- Communication: Exceptional written communication skills.
- Multitasking: Strong ability to manage multiple tasks and conversations under pressure.
- Prior experience in customer service or a call center environment.
Top Skills
Crm Tools
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
