Chat Customer Service Representative

Actively Reviewing the Applications

MINDTEL GLOBAL

India, Ahmedabad, Gujarat Full-Time

Posted 6 days ago • Apply by June 20, 2026

Job Description

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: clear,intercom,customer,coaching,crm software,freshdesk,csat,chat,zendesk