Level 1 Chat Support Agent

LevelUp is a specialist agency that provides WordPress technical support for vendors, agencies and website owners. We have been servicing a number of WordPress companies for over 6 years now, and have a rapidly growing team of skilled and passionate WordPress professionals. In line with the steady expansion of the company, we are looking to hire a team of Level 1 Chat Support Agents to handle billing and account management issues. The ideal candidate has 3+ years of live chat support experience and is passionate about providing top tier customer support.

*Responsibilities*

*You will be responsible for helping customers with the following queries:
* Processing payments and billing issues
* Account access issues
* Modifying plans and add-ons
* Processing cancellations and refunds
* Updating account information
* Questions about different pricing plans available to customers
* You will be responsible for handling 2-3 concurrent live chats

*Skills & Experience*

* Over 3 years of level 1 chat support experience handling billing and account related queries
* Experience with help desk tools like Help Scout, Intercom, Freshdesk, or Zendesk
* Exceptional written and verbal English communication skills
* Experience supporting customers using WordPress (nice to have)

*Attitude*

* A strong team player with a supportive and friendly attitude.
* Has a proactive and can-do approach to work.
* Genuinely enjoys helping people solve their problems and cares about customer experience.
* Is passionate about continuous learning and self improvement.

*Additional Information*

* This is a fully remote position with a standard 40-hour fixed-schedule work week.
* It is essential that you have a reliable internet connection as any downtime will significantly impact performance on live chat support.
* The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
* We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
* This role has the potential for growth into technical support and so would be ideal for anyone looking to advance their career in customer support.
* Training will be provided.