LiveChat & Call Support Specialist

Our customers expect answers in real time, so the core of this project is operating the LiveChat console: greeting visitors, resolving their questions, and documenting every interaction in the built-in ticketing area. Live chat is the main channel, yet the workflow also involves both inbound and outbound calls when an issue needs a quick voice conversation. I will connect you to our VoIP line for those transfers and follow-ups.

You will have a detailed knowledge base, escalation contacts, and a daily roster of common issues to make the process smooth.

Deliverables
• Respond to every LiveChat message within 40 seconds during assigned hours
• Record clear, well-tagged notes in the ticket log for each chat or call
• Accept transferred inbound calls and place outbound follow-up calls as required
• Send a concise end-of-shift report highlighting unresolved items and trends

Acceptance Criteria
• 95 %+ accuracy using the knowledge base
• CSAT average of 4.5/5 or higher
• Complete, action-oriented ticket notes for every contact

Proficiency with the LiveChat platform and a confident phone manner are essential to keep response times low and customer satisfaction high.