Remote live chat support

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As a Remote Live Chat Support Representative with Elite Metro, you will be the customer’s first line of contact for resolving questions, issues, and requests via live chat. You’ll ensure a high level of customer satisfaction by responding quickly, troubleshooting problems, providing product and service guidance, and smoothly escalating issues when necessary. You’ll need to maintain knowledge of company offerings and embody the company’s values: accountability, communication, commitment, reliability, teamwork, and ethics.

Key Responsibilities

  • Respond to customer inquiries via live chat in a timely, professional, and friendly manner.

  • Provide accurate information about wireless products, services, plans, promotions, etc.

  • Troubleshoot customer issues (for example: account issues, billing questions, device problems) or guide them toward the right resolution.

  • Escalate complex or unresolved cases to higher support tiers or relevant departments.

  • Maintain documentation of conversations and cases in the company’s CRM system.

  • Meet targets for metrics like response time, resolution time, customer satisfaction, and quality scores.

  • Keep up to date on product/service knowledge, policies, and changes to offerings.

  • Work collaboratively with team members, sharing feedback, participating in training, and helping maintain a consistent and high-quality experience.

Requirements

  • High school diploma or equivalent (further education or certifications a plus).

  • Excellent written communication skills in English; good grammar and spelling.

  • Strong customer service mindset: empathy, patience, problem solving.

  • Comfortable working in a remote environment: self-motivated, disciplined, reliable internet and computer setup.

  • Ability to handle multiple chats at once while maintaining accuracy.

  • Ability to adapt quickly to new tools/software and processes.

  • Previous experience in customer support or live chat is a plus but not always required.

Working Hours & Schedule

  • Remote work; must have a quiet, distraction-free workspace.

  • Some shifts may include evenings, weekends, or holidays depending on business needs.

  • Full-time or part-time schedules may be available.

Compensation & Benefits

  • Hourly rate, likely within the range similar to other Elite Metro remote roles (estimates based on their Customer Experience Representative / Administrative Assistant roles).

  • Benefits may include: employee discounts (phones, accessories, services), commission or bonus opportunities, training, and performance incentives.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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