Email & Chat Support Assistants

I need two reliable assistants to cover both email and live-chat tickets for my business. Most customer messages are straightforward “how-to” or “where-is” questions, so your primary mission is to pull clear, accurate answers directly from our website and help pages and pass them on in a friendly, concise tone.

Scope of work
• Monitor email and chat queues during the agreed shifts
• Review each inquiry, locate the matching answer on our public help pages, then respond within our 5-minute live-chat target or our 2-hour email target
• Flag anything that falls outside those existing answers so I can expand the knowledge base

Deliverables
1. Daily log of conversations handled (time stamp, channel, brief summary)
2. List of questions that could not be answered from the site/help pages
3. Weekly performance report: response times and customer-satisfaction rating pulled from the chat tool

Acceptance criteria
• 95 %+ of tickets answered using the approved knowledge sources
• Average chat response under 5 minutes; email under 2 hours
• Clear, grammatically correct English with a warm professional tone

We run Zendesk for email and Tidio for live chat, so familiarity with either tool is useful but not mandatory; I will provide a quick video walkthrough before you start. Shift coverage is flexible—we can split weekdays or alternate blocks—but I’m looking for consistent availability and fast, accurate replies. If you enjoy helping customers and can learn our knowledge base quickly, let’s get started.