Service Desk Chat Support Agent

Job Description

JOB DESCRIPTION

Job Title: Service Desk Chat Support Agent

Locations: South Jordan, UT Alpharetta, GA Columbus, Ohio

Duration: 12 Months

Pay Rate: $21/hr (W2)

Start Date: October 13, 2025

Openings: 5 (2 in Utah, 2 in Ohio, 1 in Georgia)

Position Overview

We are seeking Service Desk Chat Support Agents to join the WM Tech Helpdesk Center. The Chat Agent is the first point of contact for IT support via live chat in a 24x7x365 environment. Unlike phone support, this role requires the ability to handle multiple chat conversations at once while maintaining professionalism, empathy, and accuracy.

Note: Prior chat support experience (2–5 years) is mandatory for this role.

Key Responsibilities

Manage multiple incoming chats simultaneously while delivering best-in-class service.

Provide accurate and timely technical support through the live chat platform.

Log all details and resolutions into the ticketing system.

Troubleshoot enterprise software, hardware, and account access issues.

Communicate professionally through written responses with proper netiquette.

Collaborate with peers and escalate cases when appropriate.

Identify opportunities for process improvements and automation.

Qualifications

High School Diploma or GED required.

2–5 years of proven live chat support experience (non-negotiable).

Excellent written communication and customer service skills.

Ability to multitask and manage several chat conversations concurrently.

Strong technical troubleshooting and problem-solving skills.

Self-motivated with the ability to work in a fast-paced environment.

Prior IT helpdesk or technical support experience preferred.