Chat Support Associate - Remote Work id-13378

Job Description:

As a Chat Support Associate for AT&T, you will play a critical role in delivering exceptional customer service through our digital support channels. This part-time remote position offers you the opportunity to work independently while making a direct impact on our customers' experiences. We are seeking an individual who is reliable and possesses strong critical thinking and problem-solving skills to effectively troubleshoot and resolve customer inquiries.

### Key Responsibilities:

    1. **Customer Interaction:**
  • Engage with customers via web chat in a professional, friendly, and timely manner.
  • Resolve customer inquiries regarding products, services, and billing effectively and accurately.

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    2. **Technical Support:**
  • Diagnose and troubleshoot technical issues related to connectivity, device setup, and account management.
  • Utilize product knowledge and systems to provide solutions or escalate issues to appropriate departments when necessary.
    3. **Documentation:**
  • Maintain detailed records of customer interactions, issues resolved, and employee responses in company databases.
  • Ensure accurate and timely follow-up on outstanding customer inquiries.
    4. **Problem-solving:**
  • Employ critical thinking to assess customer needs and provide appropriate suggestions or solutions tailored to their requirements.
  • Analyze recurring issues and present feedback or insights to the management team to enhance service quality.
    5. **Training and Development:**
  • Stay updated on new products, services, and policy changes to ensure relevant and accurate information is conveyed to customers.
  • Participate in any required training or professional development sessions to improve job performance.
    6. **Performance Metrics:**
  • Meet or exceed performance metrics, including customer satisfaction scores, response times, and resolution rates.
  • Actively seek to identify areas for personal and team improvement and contribute to a culture of continuous learning.

### Requirements:

  • **Experience:**
  • Minimum of 4 years in a customer service or support role, preferably in a telecommunications or technology-focused environment.
  • **Education:**
  • High school diploma or equivalent required; additional education or certifications in customer service or related fields is a plus.
  • **Technical Skills:**
  • Proficient in using chat and ticketing systems, CRM platforms, and basic troubleshooting tools.
  • Strong knowledge of telecommunications concepts and products, specifically those offered by AT&T.
  • **Personality Traits:**
  • Independent: Ability to work autonomously with minimal supervision.
  • Reliable: Consistently meets deadlines and follows through on commitments.
  • **Soft Skills:**
  • Critical Thinking: Ability to analyze problems logically and use sound judgment in decision-making.
  • Problem-solving: Proven track record of resolving issues in a timely and effective manner.

### Benefits:

  • Competitive compensation and performance incentives.
  • Visa sponsorship for eligible candidates.
  • Comprehensive life insurance and paid sick leave.
  • Opportunities for professional enhancing training and career advancement within a reputable company.

### Working Environment:

We foster a working environment that encourages autonomy and independence. At AT&T, we trust our employees to excel in their roles, promote creativity, and help drive outstanding customer experiences.

### Equal Opportunity Statement:

AT&T is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage qualified individuals from all backgrounds to apply.

Chat Support Associate - Remote Work id-13378

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