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.

• 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.

• 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.