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Online Chat Representative

Gotham Biotech

Portland, ME(remote)

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JOB DETAILS
SKILLS
Billing, Communication Skills, Computer Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, High School Diploma, Identify Issues, Information/Data Security (InfoSec), Microsoft Office, Multitasking, Online Chat, Operational Support, Performance Metrics, Privacy Controls, Privacy Protocols, Problem Solving Skills, Quality Management, Resolve Customer Issues, Sales Management, Security Protocols, Service Level Agreement (SLA), Technical Support, Web Browsers, Work From Home, Writing Skills
LOCATION
Portland, ME
POSTED
6 days ago

This is a remote position.


Summary:
We are seeking a proactive and customer-focused Online Chat Representative to join our dynamic support team. In this role, you will serve as the primary digital touchpoint for customers seeking assistance with inquiries, technical issues, account management, and product guidance. Your ability to communicate clearly, resolve problems efficiently, and maintain a positive tone will directly impact customer satisfaction and retention. As an integral part of our customer experience strategy, you will contribute to building trust, improving service quality, and supporting the seamless operation of our online platforms. This position offers a flexible, remote work environment with opportunities for growth within a fast-paced, customer-centric organization.



Responsibilities:
  • Respond promptly and professionally to customer inquiries via live chat during assigned shifts.
  • Diagnose and resolve customer issues related to account access, billing, technical errors, and product usage.
  • Provide clear, accurate, and empathetic communication to ensure a positive customer experience.
  • Escalate complex or urgent issues to appropriate departments while maintaining accurate documentation.
  • Collaborate with cross-functional teams (e.g., technical support, billing, product) to resolve customer concerns.
  • Maintain up-to-date knowledge of company products, services, policies, and troubleshooting procedures.
  • Adhere to SLAs (Service Level Agreements) and performance metrics, including response time, resolution rate, and customer satisfaction scores.
  • Contribute to continuous improvement by sharing feedback and insights on common customer pain points.
  • Follow all data privacy and security protocols to protect sensitive customer information.


Requirements

Requirements:
  • High school diploma or equivalent; associate’s degree preferred.
  • Minimum of ${Experience} experience in customer service, technical support, or online chat operations.
  • Proficient in using live chat platforms, CRM systems, and remote support tools.
  • Strong written communication skills with the ability to convey information clearly and concisely.
  • Ability to multitask and manage multiple chat sessions simultaneously with accuracy and efficiency.
  • Customer-first mindset with empathy, patience, and a problem-solving attitude.
  • Reliable internet connection and a quiet, distraction-free workspace for remote work.
  • Basic computer literacy, including familiarity with email, web browsers, and Microsoft Office or Google Workspace.
  • Ability to work flexible hours, including evenings, weekends, and holidays as needed.

About the Company

G

Gotham Biotech

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