What are the responsibilities and job description for the Online Chat Specialist position at FSTONE Technologies?
FSTONE Technology is seeking a highly motivated and customer-focused Online Chat Specialist to join our dynamic team. In this role, you will be the primary point of contact for customer inquiries, providing exceptional customer service and technical support through our online chat platform. You will play a critical role in ensuring a positive customer experience by resolving queries, troubleshooting issues, and maintaining high-quality interactions. Responsibilities : - Customer Interaction : - Act as the first point of contact for customer inquiries via the chat platform. - Provide timely, professional, and courteous responses to customer queries, aiming for quick resolution. - Technical Support : - Assist customers with product-related questions, troubleshooting technical issues, and guiding them through product features. - Collaborate with product and engineering teams to identify and resolve any reported technical problems. - Problem Solving : - Troubleshoot and resolve customer complaints or issues, escalating complex problems to higher levels of support when necessary. - Utilize product knowledge to offer effective solutions to customer concerns. - Communication : - Maintain clear, concise, and accurate communication through text-based platforms. - Keep records of customer interactions, transactions, comments, or complaints. - Quality Assurance : - Adhere to company policies for customer interaction and data handling. - Participate in ongoing training to stay updated on product changes and improvements. - Customer Satisfaction : - Strive to enhance customer satisfaction by providing personalized service and following up on customer interactions. - Gather feedback to help improve the service and product offerings. - Operational Support : - Assist with overflow work and other duties as assigned. - Help maintain the chat support system's efficiency by providing suggestions for improvements. Qualifications : - Education : - High school diploma or equivalent; additional education in customer service, IT, or a related field is advantageous. - Experience : - Previous experience in customer service, especially via chat support, is preferred. - Demonstrated ability to communicate effectively through written channels. - Skills : - Excellent typing speed and accuracy. - Strong problem-solving skills with a customer-first mindset. - Proficiency in using chat software and CRM tools. - Good understanding of the product or willingness to learn quickly. - Ability to multitask and manage multiple chats simultaneously. - Attributes : - Exceptional communication skills - both written and interpersonal. - Patience, empathy, and professionalism in handling customer interactions. - Ability to work independently or as part of a remote team. Work Environment : - Remote position, requiring a reliable internet connection and a quiet workspace. - Flexible hours may be available, but must be willing to work according to customer demand, which might include evenings or weekends. Additional Notes : - The position is currently advertised for US-based candidates only. Powered by JazzHR
