**Job Title: Remote Chat Support Assistant**
**Company: Rockwell Automation**
**Location: Washington, D.C., US**
**Job Type: Full-time**
**Seniority Level: Associate Level**
**Experience Required: 2 years**
**Application Deadline: October 4, 2024**
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**Company Overview:**
At Rockwell Automation, we are dedicated to driving innovation and excellence in the automation industry. Our belief in teamwork and shared success fuels our commitment to delivering top-tier solutions that empower end-users and transform businesses globally. We are seeking a dynamic and driven individual to join our team as a Remote Chat Support Assistant.
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**Job Summary:**
As a Remote Chat Support Assistant, you will play a crucial role in providing exceptional support to our clients through online communication channels. You will work closely with our customers to resolve inquiries, offer solutions, and facilitate a smooth user experience. Your ability to think critically, adapt to various situations, and persuade clients effectively will be essential to your success in this role.
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**Key Responsibilities:**
- **Customer Interaction**: Respond to customer inquiries via chat in a timely and professional manner, providing accurate information about products, services, and troubleshooting steps.
- **Problem Resolution**: Analyze customer issues and inquiries, and employ critical thinking skills to provide tailored solutions. Follow up with customers on resolution status and ensure satisfaction.
- **Documentation**: Maintain accurate records of customer interactions, issue resolutions, and feedback in our customer relationship management (CRM) system to improve service efficiency and knowledge sharing.
- **Team Collaboration**: Collaborate with internal teams to understand products and services better and to escalate complex issues when necessary.
- **Feedback Loop**: Gather customer feedback and analyze trends to help enhance service offerings and improve customer experience.
- **Training and Development**: Participate in training sessions to maintain up-to-date knowledge of products, services, and industry trends. Share insights with teammates and mentor new hires as necessary.
- **Performance Metrics**: Meet or exceed key performance indicators (KPIs) related to response time, resolution rates, and customer satisfaction scores.
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**Qualifications:**
- **Education**: High School Diploma or equivalent required; a Bachelor's degree in a related field is preferred.
- **Experience**: A minimum of 2 years of experience in customer service or support roles, preferably in a technical or software environment.
- **Technical Skills**: Proficiency in using chat support software, CRM tools, and a strong understanding of basic computer applications (MS Office Suite and Google Workspace).
- **Adaptable Personality**: Must demonstrate adaptability in responding to evolving customer needs and operational changes in a dynamic environment.
- **Driven Attitude**: A self-motivated individual with a passion for customer service and a commitment to achieving personal and team success.
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**Soft Skills:**
- **Critical Thinking**: Ability to approach problems analytically and offer effective solutions.
- **Persuasion**: Strong interpersonal skills to influence customer decisions positively and promote products or services effectively.
- **Communication Skills**: Excellent verbal and written communication skills with an emphasis on clarity and professionalism.
- **Team Player**: Ability to work collaboratively in a team environment while also being self-driven and taking individual responsibility.
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**Benefits:**
- **Visa Sponsorship**: Opportunities available for qualified candidates.
- **Company Equipment**: All necessary equipment will be provided to ensure optimal performance while working remotely.
- **Retirement Plan**: Comprehensive retirement plan options to help you secure your financial future.
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**Working Environment:**
Join a dynamic workplace that values teamwork, fosters innovation, and encourages shared success. At Rockwell Automation, we believe in creating an inclusive environment where every team member can thrive and contribute to our mission.
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**Equal Opportunity Statement:**
Rockwell Automation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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If you are a passionate, adaptable individual driven to make a positive impact through exceptional customer support, we encourage you to apply by October 4, 2024. Join Rockwell Automation and be part of a team that is at the forefront of automation excellence!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
