VBS Chat Engineer - Technical Support (1-4 yrs)

Job Title : VBS Chat Engineer

Location : Chennai, Ambattur

Experience : 1 to 4 years

Employment Type : Full-time Joining

Requirement : Immediate Joiners Preferred

Job Description :

We are seeking a dedicated VBS Chat Engineer to provide world-class customer support via chat and CRM systems. The ideal candidate should be highly efficient, detail-oriented, and possess excellent communication skills. This role involves handling customer inquiries, resolving technical issues, and managing case escalations while maintaining a high standard of service.

Key Responsibilities :

- Manage chat activity and process/complete tasks received through the CRM portal and assigned queues.

- Triage incoming cases, prioritize and assign them based on category, and communicate acknowledgment and expectations to customers.

- Provide application support by creating cases, conducting initial discovery, documenting findings, and escalating when necessary.

- Adhere to established Service Level Agreements (SLAs) and productivity/performance goals.

- Perform database searches to troubleshoot and resolve customer issues efficiently.

- Maintain a deep understanding of the product line and the role to provide effective solutions.

- Handle customer concerns empathetically, ensuring a satisfactory resolution of issues.

- Document incident notes, compile reports, and troubleshoot Help Desk incidents.

- Discuss trouble-ticket activity and incidents in team meetings with management.

- Manage a high workload efficiently while setting and managing customer expectations.

Required Skills & Competencies :

- Chat Support Expertise : Ability to manage high-volume customer chat interactions effectively.

- CRM Proficiency : Experience in handling customer cases and queries via CRM tools.

- Problem-Solving : Strong analytical skills to diagnose and resolve technical issues.

- Communication Skills : Excellent written and verbal communication skills to document cases and interact

with customers clearly and professionally.

- Multitasking Ability : Ability to work on multiple technical platforms simultaneously while ensuring customer engagement.

- Typing Speed : Minimum of 35 WPM for efficient chat support.

- Time Management : Ability to work cases within defined SLAs while adhering to break and lunch schedules.

- Empathy & Customer Focus : Ability to handle customer concerns with patience and professionalism.

- Team Collaboration : Ability to discuss and escalate cases effectively with team management.