StrataBuilt is a dynamic and innovative company dedicated to providing industry-leading solutions in custom software development and agile consulting . We are committed to delivering outstanding customer experiences, and were looking for a proactive and personable Live Chat Representative to be a key player in our support team.
The Live Chat Representative will serve as the first point of contact for customers via our online chat platform. This role is essential to ensuring prompt, friendly, and accurate assistance to users seeking support, information, or guidance about our products and services.
Respond promptly and professionally to customer inquiries through live chat
Resolve customer issues or escalate them appropriately to the relevant department
Maintain in-depth knowledge of StrataBuilt's services, products, and policies
Document customer interactions and feedback accurately
Meet performance metrics including response time, customer satisfaction, and resolution rate
Collaborate with team members to improve customer service processes
Identify common issues and suggest improvements to FAQs or help articles
Represent StrataBuilts brand voice in all communicationsfriendly, helpful, and solution-oriented
High school diploma or equivalent; associate or bachelors degree preferred
Previous experience in a customer support or live chat role is a plus
Excellent written communication skills with proper grammar and spelling
Strong typing skills (minimum 45 WPM with high accuracy)
Tech-savvy and comfortable navigating multiple systems and tools
Ability to multitask, prioritize, and manage time effectively
Patient, empathetic, and committed to providing excellent customer service
Availability to work flexible hours, including evenings or weekends if required
Competitive pay and performance bonuses
Work-from-home flexibility (if applicable)
Paid training and professional development
Supportive team culture with opportunities for growth
Employee wellness and engagement programs
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