As a Remote Live Chat Support Representative with Elite Metro, you will be the customer’s first line of contact for resolving questions, issues, and requests via live chat. You’ll ensure a high level of customer satisfaction by responding quickly, troubleshooting problems, providing product and service guidance, and smoothly escalating issues when necessary. You’ll need to maintain knowledge of company offerings and embody the company’s values: accountability, communication, commitment, reliability, teamwork, and ethics.
Key Responsibilities
Respond to customer inquiries via live chat in a timely, professional, and friendly manner.
Provide accurate information about wireless products, services, plans, promotions, etc.
Troubleshoot customer issues (for example: account issues, billing questions, device problems) or guide them toward the right resolution.
Escalate complex or unresolved cases to higher support tiers or relevant departments.
Maintain documentation of conversations and cases in the company’s CRM system.
Meet targets for metrics like response time, resolution time, customer satisfaction, and quality scores.
Keep up to date on product/service knowledge, policies, and changes to offerings.
Work collaboratively with team members, sharing feedback, participating in training, and helping maintain a consistent and high-quality experience.
Requirements
High school diploma or equivalent (further education or certifications a plus).
Excellent written communication skills in English; good grammar and spelling.
Strong customer service mindset: empathy, patience, problem solving.
Comfortable working in a remote environment: self-motivated, disciplined, reliable internet and computer setup.
Ability to handle multiple chats at once while maintaining accuracy.
Ability to adapt quickly to new tools/software and processes.
Previous experience in customer support or live chat is a plus but not always required.
Working Hours & Schedule
Remote work; must have a quiet, distraction-free workspace.
Some shifts may include evenings, weekends, or holidays depending on business needs.
Full-time or part-time schedules may be available.
Compensation & Benefits
Hourly rate, likely within the range similar to other Elite Metro remote roles (estimates based on their Customer Experience Representative / Administrative Assistant roles).
Benefits may include: employee discounts (phones, accessories, services), commission or bonus opportunities, training, and performance incentives.