Remote Chat & Email Support Representative

The Remote Chat & Email Support Representative will serve as the first point of contact for customers seeking assistance with products, orders, technical issues, or account-related inquiries. This role focuses on providing timely, professional, and empathetic responses through chat and email channels, ensuring a seamless and positive customer experience. Responsibilities • Respond promptly to customer inquiries via live chat and email in a professional and friendly manner. • Identify and assess customers’ needs to provide accurate information, solutions, or escalation when necessary. • Maintain in-depth knowledge of company products, services, and energy manufacturing processes to support customer queries effectively. • Collaborate with internal teams (technical support, logistics, and sales) to resolve complex customer issues. • Accurately document customer interactions and feedback in the CRM system. • Meet or exceed daily response time, quality, and customer satisfaction targets. • Monitor and follow up on pending issues to ensure timely resolution. • Contribute to the improvement of support processes by sharing insights and feedback. Qualifications & Skills • High school diploma or equivalent required; associate’s or bachelor’s degree preferred. • 1–2 years of experience in online customer support (chat/email) or a similar role, preferably in the energy, manufacturing, or industrial sector. • Excellent written communication and interpersonal skills. • Strong problem-solving abilities with attention to detail and accuracy. • Ability to multitask and manage multiple conversations efficiently. • Tech-savvy and comfortable using CRM, ticketing systems, and communication platforms. • Self-motivated, dependable, and able to work independently in a remote environment. • Flexible to work across different time zones, including weekends or holidays if needed.