Service Desk Chat Agent

JOB SUMMARY

The Service Desk Chat Agent is the first point of contact for end users seeking IT support via the live chat channel in a fast-paced 24x7x365 environment. This role delivers exceptional customer service by handling multiple chat interactions concurrently, accurately documenting in a ticketing system, and leveraging knowledge base tools to resolve issues quickly. The Chat Agent focuses on achieving high first-contact resolution rates, identifying opportunities for process improvements, and maintaining best-in-class service standards.

Key Responsibilities

Provide responsive front-line IT support through live chat with professionalism, empathy, and urgency.

Demonstrate active listening, advocacy, and ownership to build trust and rapport with end users.

Accurately document actions, troubleshooting steps, and resolutions in the ticketing system for tracking and analytics.

Produce clear and detailed documentation consumable by end users, escalation teams, and problem management.

Provide technical support for enterprise software, hardware, and infrastructure components.

Assess, triage, research, educate, and resolve incidents and requests through chat interactions.

Leverage chat tools and ticketing platforms effectively while managing multiple requests concurrently.

Collaborate with team members to share knowledge, ensure service excellence, and uphold a safe, positive work culture.

Adhere to company policies and procedures, acting in the best interest of the organization.

Required Qualifications

High School Diploma or GED with relevant work experience.

2-5 years of proven, related work experience in a fast-paced and complex environment.

2-5 years of professional chat support experience.

Strong customer service and communication skills (written and verbal).

Demonstrated problem-solving skills with the ability to work independently.

Self-motivated and capable of multitasking effectively.

Preferred Qualifications

Previous technical support experience.

Familiarity with IT service ticketing systems and knowledge base tools.

Education: High School