Chat Support Representative

The Chat Support Representative will be responsible for providing exceptional customer service through live chat platforms. This role involves assisting clients with inquiries, troubleshooting issues, and delivering solutions in a timely manner, ensuring a positive experience for all users. The representative will work closely with various teams to enhance the overall customer experience and promote Axios Productions products and services.

Quick Take: Axios Productions is on a mission to deliver high-quality, engaging content, and we are seeking a Chat Support Representative to enhance our customer support team. This position is pivotal in providing real-time assistance to customers, ensuring their needs are met promptly and effectively.

Why it Matters: The Chat Support Representative plays a significant role in maintaining client satisfaction and loyalty by addressing inquiries and solving problems efficiently.

Go Deeper: The ideal candidate has a strong customer service background and excellent communication skills, coupled with the ability to learn our products and services quickly. Responsibilities include maintaining the chat queue, documenting customer interactions, and providing feedback to improve processes and systems.

Responsibilities include:

• Responding to customer inquiries via chat in a timely and professional manner.
• Documenting customer interactions and feedback.
• Troubleshooting technical issues and providing solutions.
• Working with various teams to escalate issues as necessary.
• Staying updated on company products and services to provide accurate information.
• Contributing to a positive team environment and culture.

1-2 years of experience in customer service or support roles, preferably in a digital environment.

Excellent verbal and written communication skills.

Ability to handle multiple chat interactions simultaneously while maintaining a high level of service.

Strong problem-solving skills and ability to identify solutions quickly.

Familiarity with chat support tools or customer relationship management (CRM) systems.

Adept at learning new technologies and software quickly.

Strong organizational skills and attention to detail.

Ability to work both independently and collaboratively as part of a team.

401(k) with employer match

Robust PPO and High Deductible health insurance options on the Blue Cross Blue Shield network

Employer Health Savings Account (HSA) contribution for the high deductible health plan option

Dental and vision coverage

Primary caregiver 12-week paid leave

Generous vacation policy, plus holidays

One mental health day per quarter

Annual learning and development stipend

$100 monthly work-from-home stipend

Tele-mental health services through Headspace

OneMedical membership, including tele-health services

Personal health advocacy resources through HealthAdvocate

Inclusive fertility, hormonal health and family forming benefits through Carrot Fertility

Access to the Axios “Family Fund”, which was created to allow employees to request financial support when facing financial hardship or emergencies

Increased work flexibility for parents and caretakers

Virtual company-sponsored social events

A strong and positive work environment

A commitment to an open, inclusive, and diverse work culture