Chat Support Jobs Summary
Chat support is a crucial part of any company’s customer service. Thus, many businesses and companies look for people who would take on chat support jobs. A chat agent’s main job is to communicate with customers and clients regarding their concerns, such as inquiries, troubleshooting and other issues.
Some jobs allow the agent to work from home while others require that the agent work in a traditional office. When working at home, you need to set up a working computer system (desktop or laptop) and a fast internet connection. Your employer may require you to install some apps and programs in your computer.
Duties and Responsibilities
Similar to the work of a virtual assistant, a chat agent’s work also involves a variety of tasks. In many of the job ads you will find, you'll know that it is not only an agent’s job to chat with customers. There are other tasks and duties that an agent needs to perform along with chatting. It will depend on the actual job position what tasks or duties you need to perform. Look at Figure 1 below as an example. This is a part of the job ad for Customer Success Engineer, and chat support is only one of the required tasks.
This full-time job position for the telemedicine software company VSee requires that the agent help customers with their software, hardware and network problems not only through chat but also through email, video call and a phone call.
If you qualify and get hired, your work will also include other responsibilities that will allow customers to solve problems and achieve satisfaction from using VSee’s products and services. Your job also involves helping the company grow and improve.
As you read other job posts, you'll realize that the job of a chat agent involves the responsibilities of:
- Receiving and quickly
to customers’ concerns and queries. This is regardless of whether they send the query via email or chat. Once you receive the message, analyze the question or complaint thoroughly and follow the set (your company’s or employer’s) protocol to resolve the problem. responding
- Documenting the problems and solutions. Documentation will not just show your work, but will also serve as a reference in improving the company’s efficiency and functionality.
- Familiarizing with the company’s products and services. To assist customers regarding their problems, you need to know all about the products and services that your employer or company offers.
- Improving customer support and service. Your work is the first point of contact with the customers, so your feedback will matter when developing ways to improve the company’s customer service.
- Receiving and quickly
Qualifications and Skills
The basic skill a chat agent needs to have is excellent communication skills. Yet, it will depend on the company you work for and the position you are filling in what other special skills or knowledge you need to have. Below are some skills that companies may prefer when hiring chat support agents.
- Customer Service Skills. Your job is directly dealing with customers so you need efficiency in offering satisfactory customer service.
Problem-SolvingSkills. A chat agent helps customers with the problems related to the product or service they have availed from your company. To do this, you must be calm and efficient in finding solutions to ease the worries of customers.
- Computer Skills. You will perform your tasks on your computer so it is only natural that you are at least familiar with using it. You need also to know how to use other programs that the employer prefers to use in chatting with customers. There are chat and email programs that you should know about before taking on this job.
- Organizational Skills. You must be good at organizing when performing all tasks assigned to you, such as finding solutions to a customer’s problems, documenting your conversation, and more.
- Positive and
Optimistic Attitude. Listening to other people’s problems is a challenge. Imagine listening to a friend who talks about his dilemma. At one point, you feel affected by his problems. This also applies when you chat with customers as they tell you their problems. Without optimism and positivity, you could get affected and might snap at customers who have a rather difficult question for you.
Figure 2 below shows us the requirements for the Customer Success Engineer position captured in Figure 1.
The position calls for someone who communicates excellently, who is detail oriented and goal driven, who has a strong technical knowledge, who is friendly and who can solve problems logically, etc.
Education and Training
Educational background is a requirement that the company will set depending on the job it offers. If the job is purely chatting, the minimum education requirement might be just a high school diploma. If the job has a more technical nature, then applicants need to have higher educational achievements.
In Figure 2, for example, the educational requirement is any 4-year course on Computer Science or a related field. The applicant also needs to have 2 to 3 years of work experience.
Sometimes, an employer might require more specialized skills from its employees so it will provide the training. Figure 3 has an example.
The company will provide the Customer Support Agent hired for this job with all necessary equipment, training, and training expenses. However, you must pass the series of assessments and interviews. You also need to prepare your travel documentation for the training.
Watch this video showing how you could be an effective chat support agent.
How To Apply/Join
If you are interested in becoming a live chat support agent, you start by searching online for any open positions. Some companies post job vacancies on job portals and you could apply through such websites. In your research, you may also come across articles that will redirect you to websites of staffing agencies that hire people for various roles like chat support. Sign up first before you can become part of their database of professionals.
It will be a good idea to look for a chat support job within your field of interest. For example, if you are interested in animals or pets, it is possible that there are chat job vacancies out there from animal and pet companies. After all, live chat is an aspect of customer service that is very helpful to any company or business.
On Glassdoor, it is said that the average pay of a live chat agent is $11 per hour. This might give you an idea about what salary rate to expect. Yet, know that this is only an approximation. Many factors affect the salary rate of a chat agent, such as other tasks involved in the job, years of experience and more.
From Figure 3, we could see that the offered rate to the hired contractor is $3 per hour. They also indicate that you will get your salary once a month. From Figure 4, the salary for chat technical support specialist is 25,000 to 35,000 PHP per month.
You may look for other jobs whose salary rate is within your expectations or you could discuss this with the employer during your interview.
They usually indicate work schedules on a job ad, although some recruiters and employers only reveal these details during interviews.
Figure 1 shows an example of a chat support agent’s work schedule. Here, the agent will work on shifting schedules and possibly on graveyard shifts.
In Figure 3, the remote working job has flexible working hours, but as a full-time position, put in at least 40 hours of work in a week. In Figure 5, the working hours will be 11pm – 11am time in Manila, Philippines.
Benefits / Bonus/ Increase/ Training Provided
Employers or companies provide benefits, the same with work schedules. Look at Figure 6. This is again part of the job ad for Customer Success Engineer for VSee.
You will get a bonus depending on your performance. You will have paid vacation leaves, stock options, HMO coverage, paid company retreats, etc.
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I think these chat related jobs are great opportunities, especially for the first time home-based virtual workers. There are entry level chat positions requiring minimum educational background that you could apply for. A friend of mine worked as a chat agent, and I remember that her requirements were her computer system specification and internet speed. The company trained her, and she mentioned that some responses were pre-made templates.