Live Chat Support Agent - Remote / Office at Santa Rosa Consulting – Jersey City, New Jersey

We are seeking a dedicated and customer-focused Live Chat Support Agent to join our dynamic team. This role offers the unique opportunity to engage directly with customers, providing timely and effective assistance through live chat channels. Whether you prefer working remotely or from our office, you’ll play a vital part in delivering exceptional customer experiences that drive satisfaction and loyalty.

As a Live Chat Support Agent, your primary goal is to resolve customer inquiries efficiently while maintaining a positive and professional tone. You will act as the frontline representative of our brand, ensuring that every interaction reflects our commitment to quality service and support.

• Respond promptly and accurately to customer questions and concerns via live chat.
• Provide clear, concise, and helpful information about products, services, policies, and procedures.
• Troubleshoot and resolve customer issues or escalate complex cases to the appropriate team.
• Maintain detailed and accurate records of customer interactions and transactions.
• Collaborate with cross-functional teams to improve customer experience and resolve recurring issues.
• Adhere to company guidelines and quality standards in all communications.
• Continuously update knowledge of products, services, and industry trends to provide informed support.

• High school diploma or equivalent; additional education is a plus.
• Proven experience in customer service, preferably in a live chat or digital support environment.
• Excellent written communication skills with strong attention to detail.
• Ability to multitask and manage time effectively in a fast-paced setting.
• Proficient with chat platforms, CRM software, and basic computer applications.
• Strong problem-solving skills and a patient, empathetic approach to customer interactions.
• Flexible to work various shifts, including evenings or weekends, as needed.
• Reliable internet connection and a quiet workspace if working remotely.

• Experience with Zendesk, LiveChat, or similar customer support tools is preferred.
• Familiarity with e-commerce or technology sectors is an advantage.
• Ability to communicate clearly and professionally in English (additional languages are a plus).

• Competitive salary with performance-based incentives.
• Flexible work arrangements: choose between remote work or office-based roles.
• Comprehensive training and ongoing professional development opportunities.
• Supportive and inclusive team culture focused on collaboration and growth.
• Health and wellness programs.
• Paid time off and holiday benefits.