Live Chat Support Specialist

IngramSpark is looking for a dedicated Live Chat Support Specialist to join our customer service team. This role is essential in providing exceptional support to our authors and publishers through live chat, ensuring they have a seamless experience with our platform. The ideal candidate will possess excellent communication skills, a customer-centric attitude, and the ability to resolve issues efficiently.

📝 Key Responsibilities

• Customer Interaction: Respond to customer inquiries via live chat in a timely and professional manner, providing accurate information and assistance.

• Issue Resolution: Identify and troubleshoot customer issues related to account management, publishing processes, and technical difficulties, ensuring prompt resolution.

• Product Knowledge: Maintain a deep understanding of IngramSpark’s products, services, and policies to effectively assist customers.

• Documentation: Record customer interactions and feedback in the support system, ensuring all relevant information is captured for future reference.

• Collaboration: Work closely with other departments, such as technical support and marketing, to escalate issues and provide comprehensive solutions.

• Customer Education: Guide customers through the platform, offering tips and best practices to enhance their publishing experience.

• Performance Metrics: Meet or exceed performance metrics, including response time, customer satisfaction scores, and resolution rates.

🎓 Qualifications

• High school diploma or equivalent; a degree in Communications, Business, or a related field is a plus.

• Proven experience in customer service or support, preferably in a live chat environment.

• Excellent written communication skills with a strong command of grammar and spelling.

• Ability to multitask and manage time effectively in a fast-paced environment.

• Familiarity with customer support software and live chat tools.

• Strong problem-solving skills and a proactive approach to customer service.

• A passion for the publishing industry is a plus.

⏰ Work Schedule

• Full-time or part-time positions available.

• Flexible scheduling options, including evenings and weekends.

💼 Benefits

• Competitive salary with performance-based incentives.

• Comprehensive training and ongoing professional development.

• Opportunity to work in a dynamic and supportive team environment.

• Access to company resources and tools to enhance your skills.

If you are enthusiastic about providing top-notch customer support and want to be part of a team that values authors and publishers, we invite you to apply for the Live Chat Support Specialist position at IngramSpark!