Chat Support Agent

Overview

Burjline Builders is seeking a committed and clear-communicating Chat Support Agent to join their team full-time based in Oklahoma City, OK. As part of Lightspeed HQ's initiative, this role supports a leading cloud-based commerce platform serving retail, hospitality, and eCommerce sectors with tools to improve business operations, sales insights, and customer engagement.

Key Responsibilities

• Deliver prompt, accurate, and professional live chat support to customers.
• Diagnose and resolve issues related to Lightspeed's software such as inventory, order processing, and sales analytics.
• Help users utilise platform features effectively to maximise their benefits.
• Maintain thorough records of customer interactions and technical problem-solving in the CRM system.
• Escalate complex challenges appropriately while maintaining ownership of customer inquiries.
• Aim to surpass set performance goals including customer satisfaction ratings.
• Develop and update support documentation to enrich the knowledge base.
• Detect and communicate recurring issues and potential software bugs to product developers.

Qualifications

• Experience in customer support, preferably in SaaS or technology sectors.
• Strong written communication skills with excellent grammar and punctuation.
• Good analytical and problem-solving skills with high attention to detail.
• Capability to juggle multiple chat sessions without losing quality.
• Patient, empathetic approach centered on customer needs.
• High technical aptitude and quick learning ability for new software.
• Experience in retail, hospitality, or eCommerce business models is advantageous.
• Knowledge of CRM platforms like Zendesk or Salesforce preferred.

Benefits

• Competitive hourly salary ranging from $25 to $35 USD.
• Comprehensive benefits package provided.
• Prospects for career growth and professional development within a growing global organisation.
• Supportive and inclusive team environment promoting collaboration.
• Opportunity to positively influence businesses globally by enhancing their operations.