Job Details

JOB SUMMARY

The Service Desk Chat Agent is the first point of contact for end users seeking IT support via the live chat channel in a fast-paced 24x7x365 environment. This role delivers exceptional customer service by handling multiple chat interactions concurrently, accurately documenting in a ticketing system, and leveraging knowledge base tools to resolve issues quickly. The Chat Agent focuses on achieving high first-contact resolution rates, identifying opportunities for process improvements, and maintaining best-in-class service standards.



Key Responsibilities

• Provide responsive front-line IT support through live chat with professionalism, empathy, and urgency.
• Demonstrate active listening, advocacy, and ownership to build trust and rapport with end users.
• Accurately document actions, troubleshooting steps, and resolutions in the ticketing system for tracking and analytics.
• Produce clear and detailed documentation consumable by end users, escalation teams, and problem management.
• Provide technical support for enterprise software, hardware, and infrastructure components.
• Assess, triage, research, educate, and resolve incidents and requests through chat interactions.
• Leverage chat tools and ticketing platforms effectively while managing multiple requests concurrently.
• Collaborate with team members to share knowledge, ensure service excellence, and uphold a safe, positive work culture.
• Adhere to company policies and procedures, acting in the best interest of the organization.

• High School Diploma or GED with relevant work experience.
• 2–5 years of proven, related work experience in a fast-paced and complex environment.
• 2–5 years of professional chat support experience.
• Strong customer service and communication skills (written and verbal).
• Demonstrated problem-solving skills with the ability to work independently.
• Self-motivated and capable of multitasking effectively.

• Previous technical support experience.
• Familiarity with IT service ticketing systems and knowledge base tools.