Chat Support Representative

1 week ago

India ExpansionJS Full time

The Chat Support Representative is responsible for delivering exceptional customer service for the SubcontractorHub platform. This role involves mastering the platform’s features, leveraging internal resources, and using tools like Helpscout and Google Chat to resolve customer inquiries efficiently. With a proactive and customer-centric approach, the representative ensures high levels of satisfaction and support quality.

Key Responsibilities

Customer-Centric Support

  • Provide timely and professional assistance to customers using our platforms.
  • Respond to chat inquiries via Helpscout within 5 minutes and maintain an empathetic, solution-focused approach.

Platform Mastery

  • Familiarize yourself with the suite of platforms by reviewing the knowledge base and internal documentation.
  • Stay updated on platform features, updates, and best practices to answer customer questions confidently.

Proactive Problem-Solving

  • Use internal FAQs, department SOPs, and platform knowledge to troubleshoot and resolve customer issues independently.
  • Take a structured approach to solving problems and avoid unnecessary escalations.

Availability Management

  • Manage time effectively to ensure all incoming questions and issues are addresses to teams KPI standards. 

System Proficiency

  • Manage chat, email, and phone pipelines and email conversions to ensure no customer inquiries go unresolved.
  • Document customer interactions and solutions accurately and efficiently.

Performance Goals

  • Meet or exceed team benchmarks for response and resolution times.
  • Continuously enhance your understanding of the platform to deliver top-tier support.

Skills and Qualifications

  • Excellent written communication and a customer-first mindset.
  • Familiarity with Helpscout, Google Chat, and similar tools.
  • Willingness to invest time in learning SubcontractorHub’s platform and updates.
  • Ability to troubleshoot using internal resources like FAQs and SOPs.
  • Strong organizational skills to prioritize and manage tasks effectively.
  • Openness to working with cross-functional teams and escalating issues thoughtfully.
  • 2-4 years experience in customer support or technical support roles required.
  • Familiarity with platforms like SubcontractorHub or similar SaaS tools preferred
  • Demonstrated ability to quickly learn and adapt to new systems.

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