Process Executive-Chat Support

Position: Process Executive(Chat Support)

Department: Customer Support-Non IT-BPO

Experience: 2 – 3 Years

Employment Type: Full-Time

Location: Perungudi, Chennai

Job Summary

We are looking for a Non Voice Process – Chat Process to provide technical assistance to customers through live chat. The candidate will be responsible for understanding customer issues, troubleshooting basic technical problems, providing accurate solutions, and ensuring a positive customer experience.

Key Responsibilities

• Handle customer technical queries through live chat in a professional and timely manner.

• Understand customer concerns and identify the root cause of technical issues.

• Provide step-by-step troubleshooting and appropriate solutions through chat.

• Assist customers with product/service-related technical issues.

• Follow predefined troubleshooting procedures, scripts, and Standard Operating Procedures (SOPs).

• Escalate complex or unresolved issues to the appropriate technical team.

• Maintain accurate records of customer interactions and issue resolutions.

• Follow up on pending or escalated issues whenever required.

• Maintain proper chat etiquette, professionalism, and customer-friendly communication.

• Meet defined AHT, FCR, CSAT, quality, productivity, and response-time targets.

Required Skills & Qualifications

• 2 – 3 years of experience in Customer Support, Technical Support, Chat Support or IT Support.

• Good written communication skills in English.

• Basic knowledge of computers, operating systems, internet, and common technical troubleshooting.

• Good typing speed and accuracy. (Avg 30 WPM)

• Ability to multitask and handle multiple chat interactions when required.

• Customer-focused attitude with good patience and professionalism.

• Willingness to work in rotational shifts, if required.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Flexible schedule
• Paid sick time
• Paid time off

Work Location: In person