On-Call Live Chat Support Agent

Who You Are (Requirements):

- Proven experience in a customer support role, especially via live chat or email.
- Exceptional written English skills, with perfect grammar and a friendly, professional tone.
- Tech-savvy and able to learn new software and knowledge bases quickly.
- Extremely reliable, disciplined, and self-motivated. You must be able to manage your own time and respond promptly without supervision.
- You own a modern computer and have a reliable, high-speed internet connection and a backup plan for power/internet outages.

Key Responsibilities

- Quickly master our internal knowledge base to provide accurate answers regarding studio bookings, equipment availability, pricing, and our policies.
- Monitor notifications for new customer inquiries via our live chat platform.
- Respond to all messages promptly, adhering to our Service Level Agreement (SLA) of a 1-hour maximum response time.
- Provide a friendly, professional, and welcoming experience for all musicians and customers.
- Verify customer bookings by cross-referencing their name and mobile number in our booking database.
- Issue temporary access pincodes to verified customers who are experiencing entry issues.
- Resolve customer issues efficiently or escalate them to the studio manager when necessary.
- Track and document all customer interactions in our helpdesk system.

Compensation & Benefits:

- This is a retainer-based contractor position designed to reward availability and efficiency. The compensation structure is as follows:
- Monthly Retainer: We offer a monthly base retainer of $150 USD to guarantee your availability during your 12-hour shift.
- Per-Conversation Pay: You will receive an additional payment of $3 USD for each unique customer conversation you handle.
- Payment Schedule: Payments are sent twice per month via Wise.

Example: With an average of 45 conversations per month, your total estimated earnings would be $150 (retainer) + $135 (45 conversations x $3) = $285 USD per month for very light, flexible work.