Liv chat Agent

D. H. Radomski Inc is looking for a Live Chat Agent to join our customer support team. You'll be the first point of contact for customers reaching out through our live chat platform, answering questions, resolving issues, and helping guide them toward solutions. This is a remote position that requires you to be responsive, clear in your communication, and genuinely interested in helping customers succeed.

• Monitor and respond to incoming live chat messages from customers within established response time standards
• Answer product and service questions accurately, using company knowledge bases and documentation
• Troubleshoot common customer issues and provide step-by-step guidance to resolve problems
• Escalate complex or unresolved issues to the appropriate department or supervisor with clear documentation
• Maintain a professional and friendly tone while managing multiple chat conversations simultaneously
• Document all customer interactions in the support system with relevant details and outcomes
• Follow up with customers when needed to ensure their issues have been fully resolved
• Identify patterns in customer questions and feedback, sharing insights with the team to improve support processes
• Meet or exceed daily and monthly performance metrics including response time, resolution rate, and customer satisfaction
• Stay up-to-date on product changes, new features, and company policies to provide accurate information

• High school diploma or equivalent
• 1+ year of customer service or support experience (live chat, phone, or email)
• Ability to type accurately and communicate clearly in written English
• Strong problem-solving skills and patience when working with frustrated customers
• Reliable internet connection and a quiet workspace suitable for taking customer conversations
• Availability to work scheduled shifts, which may include weekends or evenings
• Ability to manage multiple conversations at once without losing attention to detail
• Basic computer skills and comfort learning new software platforms

• Previous experience with live chat platforms or ticketing systems
• Familiarity with the products or services offered by D. H. Radomski Inc
• Experience working for a small business or startup environment
• Bilingual capabilities

• Fully remote work with flexible scheduling options
• Health insurance coverage
• Paid time off
• Ongoing training and professional development
• Collaborative team environment with direct support from management