Non Voice Process-Chat Support

Position: Non Voice Process(Chat support)

Department: Customer Support/Operational Department

Experience: 2 -3 Years

Employment Type: Full-Time

Location: Perungudi, Chennai

Job Summary:

We are looking for a Non Voice Process-Chat Process to provide technical assistance to customers through live chat. The candidate will be responsible for understanding customer issues, troubleshooting basic technical problems, providing accurate solutions, and ensuring a positive customer experience.

Key Responsibilities:

• Handle customer technical queries through live chat in a professional and timely manner.
• Understand customer concerns and identify the root cause of technical issues.
• Provide step-by-step troubleshooting and appropriate solutions through chat.
• Assist customers with product/service-related technical issues.
• Follow predefined troubleshooting procedures, scripts, and Standard Operating Procedures (SOPs).
• Escalate complex or unresolved issues to the appropriate technical team.
• Maintain accurate records of customer interactions and issue resolutions.
• Follow up on pending or escalated issues whenever required.
• Maintain proper chat etiquette, professionalism, and customer-friendly communication.
• Meet defined AHT, FCR, CSAT, quality, productivity, and response-time targets.

Required Skills & Qualifications

• 2- 3 years of experience in Chat Support, Customer Support
• Good written communication skills in English.
• Basic knowledge of computers, operating systems, internet, and common technical troubleshooting.
• Good typing speed and accuracy. (Avg 30 WPM)
• Ability to multitask and handle multiple chat interactions when required.
• Customer-focused attitude with good patience and professionalism.
• Willingness to work in rotational shifts, if required.