Job Title: Chat Support Specialist(Graveyard Shift) Location: Panchkula, Haryana Experience Required: 1.5+ Years(Immediate Joiner) Employment Type: Full time Shift: Graveyard Shift

Job Summary

Key Responsibilities
Handle customer inquiries, concerns, and service requests via live chat in a skilled and timely manner.
Deliver high-quality customer support while maintaining defined service levels and customer satisfaction metrics.
Investigate and resolve customer issues, escalating complex cases to appropriate teams when necessary.
Provide accurate information regarding products, services, policies, and procedures.
Maintain detailed records of customer interactions and resolutions in CRM/ticketing systems.
Monitor multiple chat conversations simultaneously while ensuring accuracy and responsiveness.
Collaborate with cross-functional teams to resolve customer concerns efficiently.
Identify recurring customer issues and provide feedback for process improvements.
Meet or exceed productivity, quality, and customer satisfaction targets.
Support training and mentoring of junior team members when required.

Required Skills & Qualifications
Bachelor's degree in any discipline.
Minimum 6 years of experience in Chat Support, Customer Support, Customer Service, or Technical Support.




Excellent written and verbal communication skills in English.
Robust typing speed and multitasking abilities.
Experience working with CRM, ticketing, or customer support platforms.
Solid analytical and problem-solving skills.
Ability to handle challenging customer interactions professionally.
Comfortable working in rotational shifts, including weekends and holidays as per business requirements.

Preferred Qualifications
Experience supporting international customers.
Exposure to e-commerce, telecom, BFSI, SaaS, or IT support environments.
Experience with tools such as Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, LiveChat, or similar platforms.
Prior experience in handling escalations and mentoring support agents.

Key Competencies
Customer-centric mindset
Effective communication
Conflict resolution
Attention to detail
Time management
Adaptability and flexibility
Team collaboration
Decision-making and ownership

Application Question(s):
Current CTC
Expected CTC
Currently serving notice period(Yes/ No) and mention the last working day?

Shift availability:
Night Shift (required)

Work Location: In person

📌 Chat Support Specialist Panchkula
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