Job Summary

OneTech Associates is seeking a detail-oriented and customer-focused Customer Experience Agent (Non-Voice) to provide exceptional service through chat, email, and support ticket channels. In this role, you will assist customers with inquiries, troubleshoot issues, provide accurate information, and ensure a smooth digital service experience. This position requires strong written communication, problem-solving skills, and the ability to work independently in a fast-paced virtual environment.

Key Responsibilities

• Respond to customer queries via chat, email, and support ticketing systems in a timely and professional manner.
• Accurately identify customer needs and provide effective solutions or escalate issues when necessary.
• Document customer interactions and update internal systems with relevant information.
• Follow communication guidelines, FAQs, and workflows to maintain quality and consistency.
• Collaborate with internal teams to resolve customer concerns and improve service processes.
• Monitor and manage multiple conversations simultaneously while maintaining accuracy and speed.
• Maintain a high level of customer satisfaction by delivering clear, empathetic, and solution-oriented responses.
• Adhere to performance metrics including response time, resolution rate, and customer satisfaction scores.

Required Skills and Qualifications

• Excellent written English communication skills with a focus on clarity, grammar, and professionalism.
• Strong attention to detail and ability to follow structured processes.
• Ability to multitask efficiently across various digital platforms.
• Good analytical and problem-solving capabilities.
• Ability to remain calm, patient, and empathetic when assisting customers.
• Basic computer literacy and familiarity with support tools (e.g., CRM, ticketing systems, chat platforms).
• Stable Internet connection and access to a quiet workspace.

Experience

• 0–2 years of experience in customer service, support, or related fields (chat or email support preferred).
• Freshers with strong communication skills and a willingness to learn are encouraged to apply.

Working Hours

• Flexible remote schedule with shifts based on business requirements.
• May include weekends or evening shifts depending on support coverage needs.
• Full-time and part-time options may be available.

Knowledge, Skills, and Abilities

• Strong understanding of customer service principles and best practices.
• Ability to learn new software tools quickly.
• Capability to handle repetitive tasks while maintaining accuracy.
• Excellent time-management and organizational skills.
• High sense of accountability, professionalism, and confidentiality.

Benefits

• Competitive remote work compensation.
• Flexible working hours and complete work-from-home convenience.
• Opportunities for career growth and skill development.
• Supportive virtual work culture and continuous training.
• Performance-based incentives.

Why Join OneTech Associates?

At OneTech Associates, we believe in fostering a collaborative and growth-oriented environment where every team member is valued. You will join a forward-thinking organization that embraces innovation, supports remote careers, and prioritizes employee well-being. If you enjoy helping people, solving problems, and working independently, this role offers an ideal opportunity for long-term professional development.

How to Apply

Interested candidates can submit their updated resume along with a brief cover letter detailing their communication experience and remote work setup. Shortlisted applicants will be contacted via email for the next steps in the hiring process.