Live Chat Agent

Position Overview

As a Live Chat Agent, you’ll be the digital front line of Hozack—responding to inquiries from clients, consultants, and candidates via our website and internal platforms. You’ll play a vital role in delivering fast, friendly, and effective support while representing our global brand with professionalism and clarity.

This role is ideal for someone who is articulate, service-driven, and highly responsive in written communication.

Key Responsibilities

Live Chat Interaction

Respond in real time to chat inquiries from website visitors, clients, consultants, and candidates. Provide helpful, accurate, and timely responses.

Client & Consultant Support

Assist users with questions about open roles, applications, onboarding, time entry, portals, and general company services.

Lead Triage & Qualification

Identify and route high-potential leads, client requests, or candidate interest to the appropriate internal teams (sales, recruiting, HR).

System & Ticketing Management

Accurately log interactions and outcomes in our CRM and/or ticketing systems; escalate complex issues when needed.

Knowledge Navigation

Guide users to relevant resources (job listings, application portals, FAQ pages, onboarding guides, etc.).

Process Optimization

Share recurring issues and insights with the operations and client services teams to improve workflows, response templates, and automation.

Team Collaboration

Coordinate with cross-functional teams (Talent Acquisition, Delivery, Operations, IT) to ensure end-to-end issue resolution.

Who You Are

Required Qualifications:

1–3 years of experience in a customer support, live chat, or client service role

Excellent written communication skills in English (grammar, tone, speed)

Strong multitasking skills — able to handle multiple chat conversations simultaneously

Detail-oriented and able to follow company protocols with accuracy

Professional, friendly, and calm under pressure

Tech-savvy with the ability to quickly learn and use new platforms

Able to work independently in a fast-paced, remote environment

Preferred Qualifications:

Bilingual: English and Spanish (written fluency)

Familiarity with live chat and CRM tools (e.g., Intercom, Zendesk, HubSpot, Salesforce)

Experience in IT services, consulting, staffing, or talent acquisition

Prior experience supporting users across different countries or time zones

Tools You May Use

HubSpot, Salesforce, or similar CRM

Intercom, Drift, or other live chat software

Zendesk, Freshdesk, or help desk/ticketing platforms

Google Workspace, Slack, Trello, Zoom

Why Join The Cervantes Group?

Global Exposure – Work with international teams and enterprise clients

People-First Culture – Be part of a collaborative and mission-driven company

Growth Opportunities – Learn the ins and outs of operations, consulting, and client success

Remote Flexibility – Work from anywhere, with autonomy and accountability

Meaningful Impact – Your communication shapes the first impression of our brand