A leader in cloud contact-center and customer experience services supporting global SaaS and enterprise customers. This on-site role in India sits within a high-volume chat support team that delivers real-time, SLA-driven resolutions across product and service channels. Join a fast-paced environment that prioritizes customer satisfaction, accuracy, and continuous improvement.
Primary Title
- Live Chat Support Representative
Role & Responsibilities
- Manage real-time customer inquiries via live chat, resolving issues accurately and efficiently while meeting SLA and quality KPIs.
- Triage and document technical and account-related problems; escalate complex cases to Tier-2 with clear context and reproduction steps.
- Record and update tickets in the CRM/helpdesk system and maintain accuracy of customer records and conversation transcripts.
- Create and maintain knowledge-base content and canned responses to reduce handle time and increase first-contact resolution.
- Work closely with QA, trainers, and product teams to refine chat scripts, improve CSAT, and implement feedback-driven process changes.
- Operate on-site in assigned shifts, participate in coaching sessions, and hit daily/weekly performance targets (CSAT, AHT, FCR).
Skills & Qualifications Must-Have
- Proven experience in live chat support within a contact center or SaaS support environment
- Proficiency with CRM and helpdesk tools (e.g., Zendesk, Freshdesk, Intercom)
- Strong written English and typing proficiency suitable for high-volume chat interactions
- Familiarity with ticketing workflows and knowledge-base maintenance
- Ability to work on-site in India across rotating shifts and meet SLA-driven KPIs
- Experience triaging and escalating technical issues with clear documentation
Preferred
- Experience with Salesforce Service Cloud or Zoho Desk
- Multilingual chat support (Hindi or other regional languages)
- Exposure to chatbot platforms and automated handoff processes
Benefits & Culture Highlights
- Structured on-site training, clear career paths into senior support, quality, or operations roles
- High-energy contact-center culture with regular coaching, performance incentives, and recognition
- Competitive compensation with shift allowances and employee wellness programs
Apply to join Mindtel's India on-site chat support team and contribute to exceptional customer experiences across global accounts.
Skills: csat,zendesk,customer,chat,intercom,freshdesk,clear,coaching,crm software
