VA / Support Agent

Job Overview:

We are seeking a dedicated and proactive Virtual Assistant / Live Chat Agent to join our team. This role is primarily focused on providing real-time customer support via live chat, responding to inquiries, troubleshooting issues, and ensuring a seamless experience for our customers. Additionally, you will assist with support emails, manage tickets, communicate with relevant teams, and handle ad hoc projects as needed.

Key Responsibilities:

Live Chat & Customer Support:

Provide prompt and professional responses to customer inquiries via live chat.
Assist customers with troubleshooting issues and resolving concerns.
Collaborate with the technical team and management to escalate and resolve customer-reported issues.
Maintain a friendly, empathetic, and solution-oriented approach to customer interactions.


Email & Ticket Management:

Respond to customer support emails and process inquiries efficiently.
Create and manage support tickets, ensuring all necessary details are included.
Communicate with internal teams to follow up on open issues and resolutions.
Summarize customer concerns and relay key information to the responsible parties.

Administrative & Ad Hoc Tasks:

Assist with miscellaneous administrative and operational tasks as needed.
Participate in special projects to improve customer service and internal processes.
Provide additional support to the team during peak times or when needed.

Qualifications & Skills:

Previous experience in customer support, live chat, or virtual assistance is preferred.
Strong written and verbal communication skills.
Ability to multitask and manage multiple conversations simultaneously.
Proficiency in using live chat platforms, email management tools, and ticketing systems.
Tech-savvy and comfortable learning new systems and software.
Problem-solving mindset with a customer-first approach.
Highly organized and detail-oriented.