Virtual Live Chat Agent

Vintti is a staffing agency with a unique mission: to create win-win scenarios for both US businesses and Latin American professionals. We address the challenges faced by SMBs, startups, and firms in finding the right talent, as well as the aspirations of skilled Latin American workers seeking international opportunities. By bridging this gap, Vintti enables US companies to access a wealth of untapped talent, while providing Latin American professionals with pathways to expand their careers on a global scale. Our approach cultivates a symbiotic ecosystem that benefits all parties involved.

A Virtual Live Chat Agent is a customer service professional responsible for engaging with customers through online chat platforms. Acting as the front line of support, they address inquiries, resolve issues, and provide information in real-time, ensuring a seamless user experience. These agents exhibit strong communication skills, quick thinking, and problem-solving abilities to handle multiple conversations simultaneously. Their expertise helps in maintaining customer satisfaction and enhancing the overall reputation of the company by offering prompt, personable, and effective assistance.

- High school diploma or equivalent; college degree preferred
- 1-2 years of experience in customer service or support roles
- Proficiency with live chat software and CRM systems
- Excellent written communication skills, including grammar and spelling
- Strong problem-solving abilities and attention to detail
- Ability to handle multiple chat conversations simultaneously
- Strong knowledge of the company's products and services
- Ability to work in a fast-paced and dynamic environment
- Strong organizational and time-management skills
- Ability to work independently with minimal supervision
- Strong interpersonal skills to build rapport and engage with customers
- Proven ability to maintain confidentiality and handle sensitive customer information
- Flexibility to work various shifts, including nights, weekends, and holidays
- Basic technical troubleshooting skills
- Ability to stay calm and professional under pressure
- Experience with reporting and data analysis tools is a plus
- Strong team collaboration skills
- Commitment to continuous learning and professional development
- Reliable internet connection and suitable work-from-home environment

- Respond to customer inquiries via live chat promptly and professionally
- Troubleshoot and resolve customer issues, escalating to higher-level support when needed
- Guide customers through product features, usage instructions, and troubleshooting steps
- Maintain a high level of product knowledge to provide accurate information
- Document customer interactions and issues in the CRM system
- Monitor multiple chat conversations simultaneously while ensuring quality responses
- Follow up with customers to confirm issue resolution is satisfactory
- Collaborate with team members to share insights and develop best practices
- Provide feedback to management on recurring customer issues and potential improvements
- Participate in ongoing training for new products, services, and support protocols
- Manage and prioritize multiple tasks to meet service level agreements (SLAs)
- Generate reports on chat volume, customer satisfaction, and other metrics
- Assist in creating and updating support documentation, FAQs, and knowledge base articles
- Engage with customers in a friendly and professional manner to build rapport and trust
- Handle sensitive customer information with confidentiality and care
- Adapt to dynamic workloads and shifts, ensuring availability during peak support times

The ideal candidate for the Virtual Live Chat Agent role is a dedicated and experienced professional with a strong background in customer service or support roles, ideally with 1-2 years of relevant experience. They possess excellent written communication skills, showcasing impeccable grammar and spelling, and have proven proficiency with live chat software and CRM systems. With robust problem-solving abilities and keen attention to detail, they can adeptly handle multiple chat conversations simultaneously, ensuring high-quality and timely responses. Their deep knowledge of the company's products and services allows them to guide customers through features, usage instructions, and troubleshooting steps with ease. This individual demonstrates strong organizational and time-management skills, manages multiple tasks seamlessly, and works independently with minimal supervision. Their interpersonal skills enable them to build rapport and engage authentically with customers, while their commitment to confidentiality ensures sensitive information is handled with utmost care. Flexible and adaptable, they thrive in a fast-paced environment and are available to work various shifts, including nights, weekends, and holidays. Basic technical troubleshooting skills and familiarity with reporting and data analysis tools enhance their ability to support the team. A reliable internet connection and a suitable work-from-home environment are essential, underscoring their readiness for a remote position. Ultimately, this candidate’s commitment to continuous learning and professional development, coupled with their ability to remain calm under pressure and collaborate effectively with team members, sets them apart as the perfect fit for this role.

- Respond to customer inquiries via live chat in a timely and professional manner
- Troubleshoot and resolve customer issues, escalating to higher-level support when necessary
- Guide customers through product features, usage instructions, and troubleshooting steps
- Maintain a high level of product knowledge to provide accurate and thorough information
- Document customer interactions and issues in the CRM system for future reference
- Monitor multiple chat conversations simultaneously while maintaining high response quality
- Follow up with customers to ensure their issues have been satisfactorily resolved
- Collaborate with team members to share insights and develop best practices for customer support
- Provide feedback to management about recurring customer issues and potential improvements
- Participate in ongoing training to stay updated on new products, services, and support protocols
- Manage and prioritize multiple tasks to meet customer service level agreements (SLAs)
- Generate reports on chat volume, customer satisfaction, and other relevant metrics
- Assist in creating and updating support documentation, FAQs, and knowledge base articles
- Engage with customers in a friendly and professional manner to build rapport and trust
- Handle sensitive customer information with confidentiality and care
- Adapt to dynamic workloads and shifts, ensuring availability during peak support times

- Excellent written communication skills
- Strong problem-solving abilities
- Keen attention to detail
- Ability to manage multiple tasks simultaneously
- High level of product knowledge
- Proficiency in live chat software and CRM systems
- Strong organizational and time-management skills
- Ability to work independently
- Strong interpersonal skills
- Proven ability to maintain confidentiality
- Flexibility to work various shifts
- Basic technical troubleshooting skills
- Ability to stay calm under pressure
- Experience with reporting and data analysis tools (preferred)
- Strong team collaboration skills
- Commitment to continuous learning
- Reliable internet connection
- Suitable work-from-home environment

- Competitive salary range: $XX,000 - $XX,000 per year
- Comprehensive health, dental, and vision insurance
- Flexible work schedule
- Remote work opportunity
- Paid time off (PTO) and holidays
- Retirement savings plan with company match
- Professional development and training programs
- Opportunities for career advancement
- Employee assistance program (EAP)
- Performance bonuses and incentives
- Health and wellness programs
- Internet and home office stipend
- Tuition reimbursement
- Access to online learning platforms
- Team-building activities and virtual events