Location: Bogotá, Colombia / Austin, Texas

Job Posting: Chat Agent

We are an EdTech start-up looking for a detail-oriented and dedicated Chat Agent to join our team. As a Chat Agent, you will work directly with our customer base to ensure a high level of customer satisfaction, building strong relationships with clients, and providing accurate and timely information. You will be responsible for effectively communicating with customers via chat and handling any issues or queries they may have.

Responsibilities

• Respond to customer queries in a timely and accurate way via chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions
• Update our internal databases with information about issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

Requirements

• 3+ years of experience in customer service, preferably in education or technology
• Proven track record of maintaining or exceeding customer satisfaction goals
• Excellent communication and problem-solving skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team
• Passion for education and improving student outcomes

Growth Opportunities