Job Description

Job Description

Job Description

JOB SUMMARY

The Service Desk Chat Agent is the first point of contact for end users seeking IT support via the live chat channel in a 24x7x365 environment. This role is responsible for delivering exceptional customer service, accurately documenting issues in the ticketing system, and leveraging knowledge base tools to resolve inquiries efficiently. The Chat Agent will focus on achieving high first-contact resolution rates, identifying opportunities to improve or automate processes, and managing multiple concurrent chats while maintaining best-in-class service standards.

Key Responsibilities

• Provide responsive IT support through live chat with professionalism, empathy, and urgency.
• Demonstrate active listening, advocacy, and ownership to ensure positive user experiences.
• Accurately document issues, troubleshooting steps, and resolutions in the ticketing system for tracking and analytics.
• Maintain professionalism and netiquette to ensure clear, effective written communication.
• Troubleshoot and resolve software, hardware, and infrastructure-related issues.
• Assess, triage, research, educate, and resolve incidents or requests using diagnostic tools and knowledge resources.
• Leverage chat tools and ticketing platforms effectively while handling multiple requests concurrently.
• Collaborate with peers, share knowledge, and contribute to a safe, positive, and team-oriented culture.
• Adhere to organizational policies, procedures, and service standards.

Required Qualifications

• High School Diploma or GED with relevant work experience.
• 2–5 years of proven related work experience in a complex, fast-paced environment.
• 2–5 years of professional chat support experience.
• Strong customer service skills with empathy and active listening.
• Excellent written communication and documentation skills.
• Strong problem-solving abilities and the ability to work independently.
• Self-motivated with the ability to multitask and prioritize effectively.

Preferred Qualifications

• Previous technical support experience.
• Familiarity with IT service ticketing systems and knowledge base tools.

Education: High School

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT/Software, e-Learning/Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based/SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.\r\n\r\nWe have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national/ethnic region, disability, or any other basis.

Job Tags

Permanent employment, Temporary work, Work experience placement,

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