We are looking for a responsive, customer-focused Live Chat Agent to provide real-time support to customers via chat. The ideal candidate is a fast, clear communicator who can multitask across conversations while maintaining a high standard of service quality.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat
- Handle multiple chat conversations simultaneously while maintaining accuracy and quality
- Troubleshoot customer issues and provide clear, helpful solutions
- Escalate complex or unresolved issues to the appropriate team or tier
- Document customer interactions and update tickets/cases in the support system
- Identify recurring issues and report trends to management
- Maintain up-to-date knowledge of products, services, and policies
- Meet or exceed performance metrics (response time, resolution time, customer satisfaction scores)
- Follow company scripts, tone guidelines, and brand voice standards
- Provide basic sales or upsell information when appropriate
- Collect and relay customer feedback to relevant departments
Required Qualifications
- Previous experience in customer service, live chat, or call center environment
- Excellent written communication skills with strong grammar and spelling
- Fast and accurate typing skills (specify WPM if needed)
- Ability to multitask and manage multiple chats at once
- Strong problem-solving skills and patience under pressure
- Reliable internet connection and quiet remote workspace
- Comfortable using help desk or live chat software (Zendesk, Intercom, LiveChat, etc.)
Preferred Qualifications
- Experience in [industry-specific] customer support
- Bilingual skills (specify languages, if relevant)
- Familiarity with CRM systems
Skills Required
- Previous experience in customer service, live chat, or call center environment
- Excellent written communication skills with strong grammar and spelling
- Fast and accurate typing skills
- Ability to multitask and manage multiple chats at once
- Strong problem-solving skills and patience under pressure
- Reliable internet connection and quiet remote workspace
- Comfortable using help desk or live chat software (e.g., Zendesk, Intercom, LiveChat)
- Experience in industry-specific customer support
- Bilingual skills
- Familiarity with CRM systems
What We Do
Northpoint Consulting Inc. is a Barbados-based telecommunications and ICT consulting partnership serving clients across the Caribbean and international markets. Founded by experienced telecoms executives and leaders with a collective 100+ years of professional experience, the firm designs and implements technical, operational, and customer support solutions aimed at stimulating growth, improving operational efficiency, and containing costs for ICT service providers and corporate organizations.
Why Work With Us
Deep, pooled telecoms expertise. Rather than a single firm with junior staff, it's a partnership of telecoms executives and leaders bringing a collective 100+ years of professional experience, with 120+ years of combined experience specifically in Caribbean and international telecommunications markets. That's a senior, partner-level bench rather th
