Join Our Team at ABMEGYPT

Live Chat and Support Agent

Position Overview:

We are seeking a dedicated and customer-focused Live Chat and Support Agent to join our support team. The ideal candidate will be responsible for providing exceptional customer service through live chat and ticketing systems, resolving customer inquiries, and ensuring a high level of customer satisfaction. This role requires excellent communication skills, a problem-solving mindset, and the ability to handle multiple tasks efficiently.

Key Responsibilities:

• Customer Support:
  • Provide timely and effective support to customers via live chat and ticketing systems.
  • Address and resolve customer inquiries, issues, and complaints with a high degree of professionalism.
  • Escalate complex issues to appropriate departments or personnel as necessary.
• Ticket Management:
  • Create, manage, and track support tickets to ensure timely resolution.
  • Prioritize and categorize tickets based on urgency and customer impact.
  • Follow up with customers to ensure their issues are resolved satisfactorily.
• Live Chat Interaction:
  • Engage with customers through live chat, providing real-time assistance and support.
  • Maintain a positive and friendly tone while addressing customer concerns.
  • Handle multiple chat sessions simultaneously while maintaining quality service.
• Documentation and Reporting:
  • Document customer interactions and maintain accurate records of support activities.
  • Provide regular reports on common issues, customer feedback, and resolution times.
  • Suggest improvements to support processes based on customer feedback and common issues.
• Collaboration:
  • Work closely with other support agents, technical teams, and management to resolve issues efficiently.
  • Share knowledge and best practices with team members to enhance overall support quality.

Qualifications:

• Proven experience in a customer support role, preferably in a live chat and ticketing environment.
• Excellent communication skills, both written and verbal, with a high proficiency in English.
• Strong problem-solving skills and the ability to think on your feet.
• Proficiency with support software and tools (e.g., Zendesk, Freshdesk, Intercom).
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong attention to detail and accuracy in documentation.
• Positive attitude and a commitment to providing outstanding customer service.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Experience in a technical support role or familiarity with troubleshooting common technical issues.
• Multilingual skills are a plus.
• Relevant certifications in customer service or support.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and customer-centric environment.
• Flexible working hours and remote work options.
• Collaborative and supportive work culture.
• Professional development opportunities and career growth.
• Potential for advancement within the company.