Responsibilities
- Handle live chat and email tickets with first-contact resolution mindset
- Use knowledge base and scripts to troubleshoot common issues
- Accurately categorize, tag, and prioritize tickets for SLAs
- Escalate edge cases with complete logs and repro steps
- Capture customer feedback and propose article updates
- Meet KPIs: CSAT, AHT, first-response time, resolution rate
- Document recurring issues to help improve product and processes
Requirements
- No experience needed; call/chat center background a plus
- Typing speed 45+ WPM with excellent grammar and tone control
- Calm, empathetic communicator under time pressure
- Familiarity with Zendesk/Freshdesk/Help Scout is a plus
- Ability to follow decision trees and fill knowledge gaps quickly
- Detail orientation—no missing fields or incorrect tags
- Willing to work rotating shifts and weekends as needed
