Customer Support Agent

Role Purpose
Deliver high-quality real-time customer support through live chat, ensuring quick responses, accurate solutions, and excellent customer experience.

Trial Period Goals (First 2 Months)
-Learn the chat platform. CRM systems, product and internal knowledge base.
-Show reliability with schedule and shift discipline.
-Achieve SLA targets:

First response time ≤ 15 seconds
Customer satisfaction (CSAT) ≥ 70%
Average response time ≤ 60 seconds

Key Responsibilities
-Communicate with customers via live chat.
-Resolve simple and standard inquiries independently.
-Escalate cases to relevant departments or shift supervisors when needed.
-Use the knowledge base to find and apply appropriate articles.
-Maintain a friendly, professional, and consistent tone of voice.
Improve SLA requirements: response speed, quality of answers, and chat volume per shift.

Required Experience & Skills
-English B2+ (oral and written).
-Fast and accurate typing.
-Computer literacy; experience with chat tools (e.g., Livechat, Zendesk, Intercom, Freshdesk) is a plus.
-Multitasking, problem-solving, and stress management skills.
-Flexibility to work night shifts in a 24/7 rotation.

Schedule: 2/2 shift system – 2 days on / 2 days off, 12-hour shifts (including nights).
Format: remote

Interview Process
https://www.typingtest.com/
Send a screenshot of result (WPM and accuracy).
Минимум: 40+ WPM, accuracy 90%+

Run a speed test at https://www.speedtest.net/
Send a screenshot of result

Task: Chat Simulation
👉 Customer Message 1:
"I don’t want to upload my documents and go through verification, I’m worried and I don’t trust it."

👉 Customer Message 2:
"I don’t intend to use your services anymore."

👉 Customer Message 3:
"I’ve already been waiting for over an hour, how much longer will it take?"

Task: Respond as if you were in a real chat. Show empathy, problem-solving, and objection-handling skills.