Customer Support Associate - Chat Process

Job Title: Customer Support Associate – Chat Process (Semi-Technical)

Experience: Fresher
Employment Type: Full-Time
Education: Any Graduate & Equivalent Diploma
Work Environment: 24×7 (Rotational Shifts)
Work Agreement: 2 years

Job Overview

We are seeking a Customer Support Associate – Chat Process (Semi-Technical) to handle customer interactions through chat-based support channels. The ideal candidate should have excellent written and verbal communication skills, a customer-first mindset, and the ability to understand and resolve basic technical or process-related queries efficiently. This role is suitable for freshers as well as candidates with up to 2 years of experience.

Key Responsibilities

Customer Support (Chat Process)

• Handle customer queries through live chat, email, or messaging platforms
• Provide accurate, timely, and professional responses to customer concerns
• Resolve semi-technical issues related to products, services, or applications
• Escalate complex issues to the appropriate internal teams when required
• Maintain high standards of customer satisfaction and service quality

Process & Documentation

• Log customer interactions accurately in CRM or support tools
• Follow defined SOPs, scripts, and quality guidelines
• Update knowledge base and FAQs based on recurring issues
• Ensure compliance with company policies and data security standards

Collaboration & Performance

• Work closely with technical, product, and operations teams
• Meet individual and team KPIs such as response time, resolution time, and quality scores
• Adapt to changing processes, tools, and customer requirements

Required Skills & Qualifications

Must-Have Skills

• Excellent written and verbal communication skills in English
• Strong problem-solving and customer-handling abilities
• Basic understanding of technical concepts or digital platforms
• Ability to multitask and work under pressure
• Willingness to work in a 24×7 rotational shift environment

Educational Qualification

• Any Graduate

Preferred (Bonus) Skills

• Prior experience in chat or customer support processes
• Familiarity with CRM or ticketing tools
• Basic knowledge of IT products, software, or online services
• Typing speed with high accuracy

Who Can Apply

• Freshers looking to start a career in customer support
• Candidates with 0–2 years of experience in chat or support roles
• Graduates comfortable working in a 24×7 support environment

What We Offer

• Structured training and onboarding
• Growth opportunities within customer support and technical teams
• Supportive and team-oriented work culture
• Performance-based career progression

Job Type: Full-time

Pay: ₹10,000.00 - ₹15,000.00 per month

Work Location: In person