Role & responsibilities

- Real-Time Issue Resolution: Resolve employee workspace issues through live chat by rapidly diagnosing problems, identifying solutions, and delivering explicit, accurate guidance across up to 3 concurrent conversations.

- Rapid Triage & Diagnosis: Quickly assess severity, urgency, and complexity of incoming chat requests; apply critical thinking to identify root causes and provide solutions within the pace of a live conversation.

- Case Management & Documentation: For chats requiring manual remediation or local dispatch, create comprehensive internal work orders in the IWMS within the 10-minute AHT window. Tickets must contain diagnostics, asset context, and clear next steps to enable downstream resolution with zero back-and-forth.

- Critical P1 Exception Management: Act as the immediate human safety net. When P1 Critical Exceptions (e.g., major water leaks, server room HVAC failures, active safety hazards) bypass the Tier 0 bot, you must instantly seize ownership, stabilize communication, and initiate agreed routing protocols.

- Data Governance & SLA Loop Accountability: Act as the live defense mechanism for global building data integrity. When encountering inaccuracies in building metadata, execute the live error-routing mechanism to trigger compliance notifications to the content/database management team.





- Knowledge-Based Troubleshooting: Rapidly navigate internal knowledge repositories and SOPs to resolve complex issues independently during live interactions, minimizing the need for escalations.

- End-to-End Ownership: Take total ownership from the moment the Tier 0 bot hands over the SSO payload through to successful ticket creation/logging or a seamless regional shift handover.

Preferred candidate profile

- Minimum 6 years of experience supporting customers/employees through Live Chat, Service Desk, Contact Center, or Workplace Support

- Minimum 4 years of primary experience in a real-time, multi-concurrency live chat environment (standalone call center phone experience alone does not qualify)

- Demonstrated typing speed of 60+ WPM with high accuracy

- Proven ability to break down complex, multi-layered problems and drive resolution independently without constant escalation

- Excellent written English and business communication skills suited to real-time, high-pressure professional interactions; additional language proficiency is a plus

- Proven experience with enterprise ticketing platforms, chat systems, and case management systems

- Proven track record of delivering superior customer service in a high-volume, real-time environme

📌 Senior Live Chat Specialist (Hyderabad)
🏢 Genius Consultants
📍 Hyderabad