Job Title: Live Chat Support

Source: remoteok

Responsibilities

Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
Address inquiries, concerns, and tech issues related to the POS system, hardware, and more.
Prioritize both speed and quality of responses while aiming for effective resolutions.
Handle phone calls when necessary to ensure comprehensive client support.
Act as a liaison between clients and our internal teams, effectively conveying client needs.
Collaborate with cross-functional teams to address and resolve client concerns.
Continuously improve template messages for efficiency and consistency.
Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options.
Utilize client feedback to suggest improvements to our products and services.
Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs.
Disseminate product updates and important information in client group chats.
Assist in onboarding potential new accounts referred by existing clients or related contacts.
Identify upselling opportunities and contribute to customer expansion efforts.

Experience in business, communications, customer support, or a related field.
Strong written and verbal communication skills.
Previous experience in customer support, success, or a related role is preferred.
Comfortable using live chat platforms and phone calls to engage with clients.
Detail-oriented with a commitment to providing top-notch client experiences.
Ability to manage multiple client interactions simultaneously.
Problem-solving skills and the ability to address client concerns effectively.
Proficient in using technology tools and software.
Enthusiasm for working in a dynamic and fast-paced startup environment.
High degree of patience, empathy, and warmth.
Adaptable and able to learn systems and processes quickly.
Initiative-driven with a sincere passion for helping MSMEs.