Live Chat Support

• Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc. • Address inquiries, concerns, and tech issues related to the POS system, hardware, and more • Prioritize both speed and quality of responses while aiming for effective resolutions • Handle phone calls when necessary to ensure comprehensive client support • Act as a liaison between clients and our internal teams, effectively conveying client needs • Collaborate with cross-functional teams to address and resolve client concerns • Continuously improve template messages for efficiency and consistency • Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options • Utilize client feedback to suggest improvements to our products and services • Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs • Disseminate product updates and important information in client group chats • Assist in onboarding potential new accounts referred by existing clients or related contacts • Identify upselling opportunities and contribute to customer expansion efforts Minimum Qualifications • Experience in business, communications, customer support, or a related field • Strong written and verbal communication skills • Previous experience in customer support, success, or a related role is preferred • Comfortable using live chat platforms and phone calls to engage with clients • Detail-oriented with a commitment to providing top-notch client experiences • Ability to manage multiple client interactions simultaneously • Problem-solving skills and the ability to address client concerns effectively • Proficient in using technology tools and software • Enthusiasm for working in a dynamic and fast-paced startup environment • High degree of patience, empathy, and warmth • Adaptable and able to learn systems and processes quickly • Initiative-driven with a sincere passion for helping MSMEs Please mention the word **PREFERS** and tag RMmEwNjo5OGMwOjM2MDA6OjEwMw== when applying to show you read the job post completely (#RMmEwNjo5OGMwOjM2MDA6OjEwMw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.