About the role

Live Chat Support Representative assisting Fracture Diagnostics International customers through online chat. Providing product information, resolving routine issues, and documenting interactions in CRM.

Responsibilities

Respond to customer inquiries and requests through the live chat interface
Provide accurate information about products, services, and company policies
Document customer interactions, actions taken, and resolutions in the CRM system
Identify and resolve routine customer concerns, aiming for first-contact resolution
Escalate complex or unresolved issues to the appropriate department or senior team member
Maintain a professional, courteous, and empathetic tone in written communications
Follow customer service and data privacy guidelines
Collaborate with team members to share best practices and improve support quality
Stay updated on product knowledge and company updates

High school diploma or equivalent is mandatory
Exceptional written communication skills, with a strong command of grammar, spelling, and punctuation
Proficiency in verbal communication, enabling clear and concise explanations
Solid basic computer skills, including familiarity with web browsers, email, and common office software
Strong attention to detail
Ability to work independently and manage time effectively in a remote setting
Passion for customer service and desire to help others
Ability to multitask and manage multiple chat conversations simultaneously
Reliable internet connection and dedicated, quiet workspace
Previous customer-service experience is highly preferred but not strictly required
Full-time availability for 40 hours per week