**Job Title: Remote Web Chat Specialist**
**Company: Magic Leap**
**Location: Los Angeles, California, US**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Company Overview:**
At Magic Leap, we are pioneering the frontier of augmented reality technology, seamlessly integrating digital content within the real world. Our mission is to elevate human experiences through innovative, cutting-edge solutions. We value creativity, collaboration, and a commitment to excellence.
**Job Overview:**
Magic Leap is seeking a dedicated and resilient Remote Web Chat Specialist to join our dynamic support team. In this part-time position, you will play a pivotal role in enhancing customer satisfaction through real-time web chat interactions. You will engage with customers, address their inquiries, and provide exceptional support, ensuring a positive experience with our products and services.
**Key Responsibilities:**
1. **Online Customer Support:**
- Respond to customer inquiries via live chat promptly and professionally, ensuring a high level of customer service.
- Provide technical support and troubleshoot issues related to Magic Leap products, services, and applications.
- Guide users in utilizing our products effectively, addressing common queries regarding product features, usage, and troubleshooting.
2. **Product Knowledge:**
- Maintain a deep understanding of Magic Leap's products, technologies, and updates to provide accurate information and recommendations.
- Actively engage in ongoing product training and team meetings to remain current with offerings and developments.
3. **Customer Relationship Management:**
- Build rapport with customers to understand their needs and tailor responses accordingly.
- Follow up on customer interactions, ensuring resolution and satisfaction post-chat.
4. **Team Collaboration:**
- Work alongside team members and other departments to facilitate a seamless customer experience and improve service processes.
- Share customer feedback and insights with the team to enhance the overall product and service quality.
5. **Documentation:**
- Accurately document customer interactions and feedback in the CRM system to track issues and ensure information continuity.
- Contribute to the creation and updating of FAQs, tutorials, and support documentation based on emerging trends and challenges faced by customers.
6. **Continuous Improvement:**
- Participate in training sessions and workshops aimed at improving customer service skills and product knowledge.
- Provide input on processes and systems to streamline operations and enhance the customer experience.
**Requirements:**
- **Experience & Education:**
- Minimum of 3 years of experience in customer service, preferably in a technology or software support role.
- High school diploma required; a degree in a relevant field is preferred.
- **Technical Skills:**
- Proficient in using web chat tools, CRM software, and other relevant technologies.
- Familiarity with augmented reality technologies and products is a plus.
- **Personality Traits:**
- Dedicated to providing exceptional customer service and support.
- Resilient in managing challenging situations, maintaining professionalism and empathy.
- **Soft Skills:**
- Strong cooperation and teamwork skills to collaborate effectively with colleagues.
- Creative problem-solving abilities to address customer issues and enhance service delivery.
- **Communication:**
- Excellent verbal and written communication skills, with an ability to convey technical information in an understandable manner.
- **Availability:**
- Flexibility in scheduling to accommodate varying chat volumes, potentially including evenings and weekends.
**Benefits:**
- Parental leave
- Employee discounts on products and services
- Paid overtime for exceeding scheduled hours
**Working Environment:**
At Magic Leap, we encourage a culture of ongoing learning and development for both personal and professional growth. We foster an inclusive environment where ideas are shared, and every team member plays a crucial role in our collective success.
**Application Process:**
Interested candidates are encouraged to apply by submitting their resume and a cover letter outlining their qualifications and enthusiasm for the role by **October 17, 2024**.
**Equal Opportunity Statement:**
Magic Leap 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
