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Live Chat Support Representative

Prins Trucking

Jenison, Michigan, United States United States Source: OnJob

Job description

Description supplied through OnJob, with formatting cleaned for readability.

About the role – As a Live Chat Support Representative you will engage customers in real‑time via chat, delivering prompt, courteous assistance that resolves issues and enhances satisfaction. This on‑site position requires strong communication, multitasking, and problem‑solving abilities.
Key responsibilities
Respond to inbound chat inquiries quickly while maintaining a friendly, professional tone.

Diagnose and resolve product or service issues, escalating complex cases when necessary.

Document interactions accurately in the CRM and update knowledge‑base articles.

Handle multiple chat sessions simultaneously without compromising quality.

Meet or exceed daily and weekly performance metrics (response time, resolution rate, CSAT).

Collaborate with cross‑functional teams (technical support, sales, billing) to ensure seamless customer experiences.

Identify recurring problems and suggest process improvements.

Required qualifications
High school diploma or equivalent; associate degree preferred.

0–1 year of experience in customer service or live‑chat support.

Proficiency with live chat software and basic CRM tools.

Excellent written communication and active‑listening skills.

Strong problem‑solving ability and attention to detail.

Ability to multitask and manage time effectively in a fast‑paced environment.

Nice to have
Experience with ticketing systems (e.g., Zendesk, Freshdesk).

Familiarity with the company’s product line or industry.

Basic knowledge of HTML or CSS for troubleshooting web‑based issues.

Additional language proficiency.

Source: View this vacancy at the source.

PATHW CAREER INSIGHTS

Source reviewed 27 October 2026

Career insights: Live Chat Support Representative

Pathw’s AI-assisted application guidance, reviewed before publication and separate from the employer description. Suggestions do not add employer requirements or confirm current hiring.

What this role involves

This role centers on helping customers in real time through live chat, so it is useful to show that you can respond quickly, stay courteous under pressure, and keep issues moving toward resolution. The vacancy also points to accurate CRM notes, knowledge-base updates, and clear coordination with other teams, so examples of organized follow-through will fit well.

Because the work involves several chat conversations at once and performance targets such as response time and resolution quality, it helps to emphasize steady prioritization, calm multitasking, and attention to detail. If you have suggestions for improving repeat issues or workflow, that can also strengthen your fit.

Sources: Original vacancy

Skills and experience to demonstrate

Highlight customer-service or live-chat experience, even if it was brief, along with strong written communication and active listening. Good examples would show how you explained solutions clearly, handled difficult conversations professionally, and adjusted your tone to the customer’s needs.

It is also helpful to demonstrate comfort with live chat tools and basic CRM systems, plus practical problem-solving when you needed to diagnose an issue, escalate appropriately, or document the outcome accurately. Optional strengths such as ticketing systems, basic HTML/CSS troubleshooting, or another language can be mentioned if relevant, but they are not required.

Sources: Original vacancy

Preparing your application

When preparing your application, choose short examples that show fast response, careful recordkeeping, and consistent service quality. If you can, tailor your resume to reflect chat support, CRM use, multitasking, and collaboration with support, sales, or billing teams.

You may also want to prepare one or two stories that show how you solved a customer problem, managed several requests at once, or helped improve a process. Keep the focus on clear outcomes and the steps you took, since that will make your application easier to review.

Sources: Original vacancy

Questions for the recruiter

You could ask the recruiter what tools the team uses for chat and CRM work, how performance is measured day to day, and how chat cases are escalated when they need deeper support. It may also be helpful to ask how success is tracked in the first few months and how the team shares knowledge updates.

If you want to understand the role better, consider asking how the team collaborates with technical support, sales, and billing, and whether there are common customer issues that new hires usually handle early on.

Sources: Original vacancy

Check current availability, contract details and applicant eligibility with the original recruiter or employer.