Online Chat Representative (Remote)

Job Overview

Responsibilities

• Engage with customers in a professional and friendly manner via real-time online chat.
• Provide comprehensive support and clear solutions for issues related to our expense management software, including feature navigation, account queries, and billing.
• Troubleshoot and diagnose technical problems, guiding users through corrective steps to resolve their issues efficiently.
• Maintain detailed and accurate records of all customer interactions and resolutions within our CRM system.
• Escalate unresolved or complex issues to the appropriate internal teams, ensuring a seamless handover and follow-up.
• Develop and maintain a deep understanding of our products and services to provide effective and accurate support.
• Identify customer needs and proactively help customers to use specific features to their full advantage.
• Contribute to the creation and maintenance of our customer-facing knowledge base and support documentation.

Qualifications

• Proven experience in a customer-facing role, ideally within a Software-as-a-Service (SaaS) or technology company.
• Exceptional written communication skills in English, with a keen eye for detail in grammar, punctuation, and spelling.
• Strong typing skills and the ability to effectively manage multiple chat conversations simultaneously.
• Excellent problem-solving and analytical abilities, with a talent for thinking on your feet.
• A high degree of empathy, patience, and professionalism when dealing with customer enquiries.
• The ability to work independently and manage your time effectively in a remote working environment.
• Proficiency in using helpdesk software and CRM systems is essential.
• Previous experience in a financial technology or expense management support role is highly desirable.
• Familiarity with working in a fully remote team structure would be an advantage.