Remote Online Chat Specialist

Urban Drones is the official distributor and service center for the Splash Drone. The only waterproof drone that can fly in the rain, snow land and float on water. We started our journey in 2011 serving the drone enthusiast community around the world. The Remote Online Chat Specialist is responsible for providing real-time customer support through online chat platforms. This role involves responding to customer inquiries, resolving issues efficiently, and delivering a high-quality customer experience while working remotely. The specialist acts as a key point of contact, ensuring timely, accurate, and professional communication aligned with company standards. Key Responsibilities • Respond promptly to customer inquiries via online chat platforms • Provide accurate information regarding products, services, policies, and procedures • Resolve customer issues, complaints, and technical questions efficiently • Escalate complex issues to appropriate teams when necessary • Maintain a professional, courteous, and empathetic tone in all interactions • Handle multiple chat conversations simultaneously while maintaining quality • Document customer interactions accurately in CRM or ticketing systems • Follow communication scripts, guidelines, and service-level agreements (SLAs) • Identify recurring issues and provide feedback to improve processes • Protect customer data and maintain confidentiality at all times Required Qualifications • High school diploma or equivalent (Associate’s or Bachelor’s degree preferred) • Proven experience in customer service, live chat support, or online support roles • Excellent written communication and typing skills • Strong problem-solving and multitasking abilities • Ability to work independently in a remote environment • Reliable high-speed internet connection and suitable workspace • Proficiency with computers, chat software, and CRM systems Preferred Qualifications • Experience with live chat tools (e.g., Zendesk, LiveChat, Intercom, Freshchat) • Familiarity with e-commerce, SaaS, or technical support environments • Ability to work flexible hours, including evenings, weekends, or holidays • Multilingual skills are an advantage Key Skills and Competencies • Customer-focused mindset • Attention to detail • Time management and organizational skills • Adaptability and willingness to learn • Professional written communication • Conflict resolution skills Work Environment • Fully remote position • Requires prolonged computer use • May involve handling high chat volumes during peak periods Apply tot his job