Roles: Live Chat Support Agent – Full Time, Permanent Remote Position
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Permanent, Full Time (40 hours per week)
Location: Open to applicants worldwide. This is a fully remote role – work from home.
About the role
We’re looking for a Live Chat Support Agent to join our customer support team. You’ll handle chat conversations and some phone calls, helping customers with account questions, technical assistance, billing inquiries, and general support. This is a real problem-solving role – you’ll research issues, find solutions, and document every interaction carefully.
You’ll work across multiple support programmes as you grow, gaining experience in different areas. The goal is to solve customer problems on the first contact whenever possible, using available resources, knowledge bases, and troubleshooting techniques. If escalation is needed, you’ll prepare thorough notes to help the next team member.
What you’ll do
• Handle inbound customer chat messages and occasional phone calls with professionalism and empathy
• Take ownership of each customer issue from start to finish
• Use internal resources, knowledge bases, and tools to troubleshoot and resolve concerns
• Ask thoughtful questions to understand the root cause of issues
• Research problems thoroughly before deciding whether escalation is necessary
• Navigate multiple web-based systems and tools while helping customers
• Document every customer interaction accurately and completely in the ticketing system
• Record troubleshooting steps, research, actions taken, and final resolution
• Attach supporting documents to customer cases when needed
• Follow all company policies and compliance standards
• Respond to team messages and communications throughout your shift
• Adapt quickly to changing processes and business needs
• Meet productivity, quality, and attendance expectations
Why you’ll succeed in this role
You’re a good communicator who genuinely wants to help people. You listen carefully, stay calm under pressure, and think through problems logically. You’re comfortable learning new systems and processes, and you take pride in thorough documentation. You work well independently but also collaborate with your team when needed.
Skills/background needed: High school diploma or equivalent; ability to type accurately at 50+ words per minute; strong verbal and written communication skills; excellent customer service instincts; troubleshooting and critical thinking ability; experience with CRM systems or customer support software (full training provided if new to this); reliable attendance record; comfortable working independently from home; willingness to learn and accept coaching; multitasking ability across several systems at once.
What we provide
• Full training – you’ll complete an onboarding process and initial training before handling live chats independently
• Supportive team environment with coaching and mentorship
• Opportunities to cross-train and develop skills across different support areas
• Paid time off and paid holidays
• Medical, dental, and vision insurance
• Permanent, stable full-time employment
• Flexible remote work from home
Working schedule
You’ll attend one day of orientation and complete an initial training period (typically 5 business days), both 8:00 AM–5:00 PM in your local timezone. After training, your regular shift will be scheduled between 7:00 AM–6:00 PM based on business needs. Your initial assigned shift will be 9:00 AM–6:00 PM, Monday through Friday. This is a 40-hour-per-week position. Break and lunch times are scheduled based on coverage needs, and you may occasionally work overtime. During your first 90 days, regular attendance is mandatory – any planned time off must be disclosed and approved during your interview.
Remote work requirements
To work successfully from home, you’ll need:
• A Windows desktop or laptop computer (2 years old or newer)
• At least 16 GB of RAM
• Ability to connect dual monitors and a wired headset
• Hardwired (ethernet) internet connection
• Minimum 50 Mbps download and 10 Mbps upload speeds
• A functional keyboard and mouse (not your laptop keyboard)
• Antivirus and firewall software installed
• A backup internet solution (mobile hotspot or alternate connection) in case your primary service fails
• A dedicated, quiet workspace free from distractions and background noise
• The ability to be logged in and ready to work at your scheduled start time with no grace period
• Reliable availability throughout your assigned shifts
Pre-employment requirements
All selected candidates must complete and pass: criminal background screening, drug screening, employment verification, professional reference verification, remote system compatibility check, internet speed verification, and a typing assessment.
Preferred experience
Previous customer service experience in a contact center, technical support background, remote work experience, or bilingual skills are all a plus – but not required. We’ll train you on everything you need to know.
Ready to get started? Submit your application below.