Email & Chat Support Executive

An Email & Chat Support job involves assisting customers via written communication, focusing on resolving inquiries, troubleshooting issues, and providing product info promptly, requiring strong writing, multitasking, problem-solving, and familiarity with support software (Zendesk, Freshdesk) to maintain high satisfaction and meet SLAs, often remotely. 

Key Responsibilities:

• Customer Interaction: Respond quickly and effectively to customer questions and concerns via email and live chat. 

• Issue Resolution: Troubleshoot problems, provide solutions, and ensure customers feel supported. 

• Product Expertise: Maintain deep knowledge of products/services to offer accurate information and recommendations. 

• Documentation: Accurately log interactions, issues, and resolutions in CRM systems. 

• Escalation: Escalate complex problems to appropriate teams. 

• Process Improvement: Collaborate with team members to enhance support processes. 

Key Qualifications & Skills:

• Communication: Excellent written skills, clear, concise, and professional.

• Technical Skills: Proficiency with customer service software (Zendesk, Freshdesk) and databases.

• Problem-Solving: Strong analytical and conflict resolution skills.

• Multitasking: Ability to handle multiple chats/emails simultaneously.

• Soft Skills: Patience, attention to detail, time management, and customer focus. 

Typical Environment:

• Often remote or non-voice.

• Fast-paced, meeting targets for response time and satisfaction. 

Common Job Titles:

Customer Service Representative (Email & Chat), Chat Agent, Email Support Specialist, and Customer Support Associate. 

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 1 years of experience.