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