Live Chat Agent

Job Title: Live Chat Agent

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Each shift begins with the open queue: live chat conversations and customer emails waiting for clear, helpful answers. You respond directly to customer questions, explain product or service information, and keep conversations moving toward a practical resolution. Within the customer support team, you work under a customer service team lead and coordinate with customers and other support agents. This fully remote position lets you work from home in Georgia, United States, helping customers receive consistent assistance without repeating their questions. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review assigned live chat conversations and incoming emails at the start of your shift, identifying unanswered questions, pending replies, and items needing prompt attention.
• Handle customer conversations through a live chat such as Zendesk, greeting customers professionally and asking focused questions to understand what assistance they need.
• Check available customer history in a CRM such as Salesforce before answering, confirming relevant account information without requesting unnecessary personal details.
• Consult approved product guides and service information to explain features, account navigation, and standard service steps in language customers can readily understand.
• Create and update service tickets using a support platform such as Zendesk, recording the question, checks completed, response provided, and next action.
• Answer customer emails with complete explanations, adapting approved response templates to the actual question rather than sending unrelated or repetitive instructions.
• Follow up on unresolved conversations when updates become available, checking whether suggested steps helped and explaining what will happen next if further assistance is needed.
• Address customer complaints courteously and escalate questions beyond your access or knowledge to the customer service team lead or designated support specialist, including relevant context and attempted steps.
• Check your work against accuracy, turnaround, complete notes, and follow-up expectations, correcting unclear replies or missing ticket details before closing an interaction.
• Finish your shift by updating open tickets, summarizing outstanding questions for the support team, and closing resolved conversations according to established procedures.

Qualifications:

• High school diploma or equivalent.
• No experience required; related live chat, email support, or other customer-facing experience preferred.
• Ability to read customer questions carefully and write clear, courteous responses with accurate spelling and grammar.
• Basic understanding of online accounts, product information, service requests, and when a customer question needs escalation.
• Comfortable learning chat interfaces, ticket queues, customer history screens, and searchable knowledge resources through guided practice.
• Accurate typing and the ability to move between conversations while keeping each customer's details and next steps separate.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations without interruptions.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, with dependable attendance and timely handoffs.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in Georgia, with all customer support responsibilities completed through desk-based online systems.
• Structured onboarding and training on the named chat, support, and CRM systems, including guided practice with common customer questions.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen day-to-day service habits.
• Opportunities to build live chat handling, email support, ticket documentation, and customer question resolution skills through daily practice.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.