Chat/ Community Support Executive

Responsibilities:

1. Chat Support:
   • Engage with users through live chat to provide assistance, answer queries, and resolve issues.
   • Provide product or service information to users in a clear and concise manner.
   • Collaborate with other support team members to escalate and resolve complex issues.
2. Community Support:
   • Monitor and participate in online community forums to address user questions and concerns.
   • Foster a positive and supportive community environment.
   • Gather feedback from the community and report insights to the relevant teams.
3. Documentation:
   • Create and update support documentation to ensure users can find answers independently.
   • Contribute to the knowledge base by documenting common issues and solutions.
4. Quality Assurance:
   • Ensure that responses provided align with company policies and standards.
   • Continuously strive to improve the quality and efficiency of support services.

Requirements:

1. Proven experience in a customer support role, preferably in a chat or community support capacity.
2. Excellent written and verbal communication skills.
3. Strong problem-solving abilities and a patient demeanor.
4. Familiarity with online community platforms and chat support tools.
5. Ability to multitask and prioritize tasks in a fast-paced environment.
6. Empathetic and customer-focused mindset.
7. Basic technical aptitude to understand and troubleshoot user issues.
8. Proficiency in additional languages is a plus.