Customer Support Agent

About the role
The Customer Support Agent will serve as the first point of contact for our customers via live chat, delivering prompt and courteous assistance. This on‑site position offers an entry‑level opportunity to develop professional communication skills while supporting a fast‑growing team.

Key responsibilities

• Respond to inbound live‑chat inquiries, providing accurate information and solutions in real time.

• Document each interaction in the ticketing system, ensuring clear records for follow‑up and reporting.

• Escalate complex issues to appropriate departments while maintaining ownership until resolution.

• Identify common pain points and suggest process improvements to enhance the customer experience.

• Maintain up‑to‑date knowledge of products, policies, and promotions to deliver consistent support.

• Adhere to service level agreements (SLAs) and quality standards for response time and satisfaction.

• Collaborate with team members and supervisors during shift handovers and daily briefings.

Required qualifications

• High school diploma or equivalent; some post‑secondary education preferred.

• Strong verbal and written communication skills with a customer‑focused demeanor.

• Demonstrated ability to multitask and manage multiple chat sessions simultaneously.

• Basic proficiency with CRM or ticketing platforms and standard office software.

• Positive attitude, reliability, and willingness to learn in a fast‑paced environment.

Nice to have

• Experience with live‑chat support or similar customer service roles.

• Familiarity with our industry’s products or services.

• Knowledge of basic troubleshooting techniques for common technical issues.

• Additional language proficiency beyond English.