Job Description

Live Chat Representative

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 we are looking for a proactive and personable Live Chat Representative to be a key player in our support team.

Position Overview

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.

Key Responsibilities

• 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 StrataBuilt’s brand voice in all communications—friendly, helpful, and solution-oriented

Qualifications

• High school diploma or equivalent; associate or bachelor’s 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

What We Offer

• 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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