Remote Customer Support Representative / Live Chat Agent

Job Overview

Audacy, a leading digital media company specialising in audio entertainment, is seeking a dedicated and professional Remote Customer Support Representative to join our team. As a key member of our support staff, you will be the first point of contact for our listeners, providing exceptional service primarily through live chat. You will play a crucial role in ensuring a seamless and positive user experience across our network of radio stations, podcasts, and digital platforms. This is a full-time, remote position, offering the flexibility to work from home while being part of a dynamic and innovative team. We are looking for a proactive individual with excellent communication skills and a passion for helping others.

This role offers a competitive salary of $27 - $40 USD per hour.

Key Responsibilities

Respond promptly and professionally to customer enquiries via live chat, email, and other digital communication channels.
Provide accurate and helpful information regarding Audacy’s products, services, and content.
Troubleshoot and resolve technical issues related to streaming services, mobile applications, and website functionality.
Efficiently manage and prioritise multiple customer conversations simultaneously.
Document all customer interactions, issues, and resolutions accurately within our CRM system.
Identify recurring customer issues and escalate complex problems to the appropriate internal teams for resolution.
Gather customer feedback to help our product and content teams improve the overall user experience.
Maintain a high level of customer satisfaction by demonstrating empathy, patience, and a deep understanding of our services.

Qualifications and Skills

Proven experience in a customer support, helpdesk, or similar client-facing role, with a strong emphasis on written communication.
Exceptional written and verbal communication skills in English, with a keen eye for detail and grammar.
Demonstrable experience using live chat software and CRM systems.
Strong problem-solving skills and the ability to think critically to find effective solutions for customers.
The ability to work independently and manage your time effectively in a remote setting.
A patient, empathetic, and customer-focused attitude.
Familiarity with digital media, streaming services, or the audio entertainment industry is highly desirable.
Proficiency with standard office software and the ability to learn new systems quickly.

Benefits

Audacy is committed to the well-being and growth of our employees. We offer a competitive salary and a supportive work environment where you can develop your skills and advance your career in the digital media industry. Join us and become part of a team that is passionate about delivering engaging audio experiences to listeners across the United States.