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Mastering the Digital Frontier: Top Careers in Live Chat Support

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Live chat support has emerged as a crucial interface between businesses and customers. This comprehensive article explores the burgeoning field of live chat support careers, highlighting the skills required, the variety of roles available, and the prospects in this dynamic domain.

Click Here to Apply now for a live chat customer support assistant position

 

The Growing Importance of Live Chat Support

In an era where instant communication is valued, live chat support stands as a vital component in the customer service sector. It offers real-time assistance, bridging the gap between traditional phone support and the modern demand for quick, efficient service. This shift has led to a surge in demand for skilled professionals in live chat support roles.

Understanding the Live Chat Support Role

At its core, a live chat support role involves interacting with customers through chat platforms to resolve queries, provide information, and ensure a satisfactory customer experience. It requires a unique blend of technical savvy, communication skills, and a patient, customer-centric approach.

Key Skills for Success in Live Chat Support

To excel in live chat support, certain skills are paramount:

  1. Excellent Written Communication: Since the role primarily involves typing responses, clear and effective written communication is essential.
  2. Technical Proficiency: Familiarity with chat software and basic troubleshooting is necessary.
  3. Customer Service Skills: A strong customer service orientation and problem-solving skills are crucial.
  4. Multitasking Abilities: The ability to handle multiple chats simultaneously is often required.

Top Careers in Live Chat Support

  1. Live Chat Support Agent The frontline of live chat support, these agents handle customer inquiries and problems. They need strong typing skills, product knowledge, and a calm demeanor to manage various customer temperaments.
  2. Technical Support Specialist For companies offering technical products or services, technical support specialists provide more in-depth assistance. They need a blend of technical expertise and customer service skills.
  3. Live Chat Team Leader Team leaders manage a group of chat support agents, ensuring efficiency and quality in customer interactions. Leadership, team management, and advanced customer service skills are crucial for this role.
  4. Quality Assurance Analyst These professionals monitor and evaluate chat interactions to ensure adherence to service standards. They require an eye for detail and a thorough understanding of customer service excellence.
  5. Chatbot Developer With AI-powered chatbots becoming integral to customer service, there’s a growing need for developers who can create and maintain effective chatbots. This role requires programming skills and an understanding of AI and machine learning.

Training and Educational Requirements

While some positions may require specific technical knowledge or a bachelor’s degree, many live chat support roles are more focused on skill and personality traits. Training programs and certifications in customer service, communication, and specific chat software can be advantageous.

Click Here to Apply now for a live chat customer support assistant position

The Work Environment

Live chat support roles offer flexibility, with many positions allowing for remote work. This flexibility makes it an attractive career option for a wide range of individuals, including those seeking work-from-home opportunities.

Challenges in Live Chat Support

Despite the numerous advantages, the role comes with its challenges. It can sometimes be repetitive, and dealing with difficult customers can be stressful. Effective stress management and a positive outlook are essential.

Career Advancement Opportunities

There is ample room for growth in live chat support careers. Agents can advance to team leads, quality analysts, or even into customer service management roles. For those with technical skills, transitioning into chatbot development or technical support offers a path to more specialized, higher-paying roles.

The Future of Live Chat Support Careers

The future of live chat support is bright, with continued growth expected. As technology advances, there will be a greater need for skilled professionals who can blend technical knowledge with exceptional customer service. The integration of AI and machine learning into chat platforms is also likely to create new roles and opportunities in the field.

Conclusion: A Career at the Heart of Customer Interaction

Live chat support careers stand at the intersection of technology and customer service, offering a dynamic and rewarding path for those who master the necessary skills. With the digital landscape continuously evolving, professionals in this field have the opportunity to grow, innovate, and shape customer experiences in meaningful ways. As businesses increasingly recognize the value of real-time customer interaction, those with expertise in live chat support are set to play a pivotal role in the digital economy’s future.

Click Here to Apply now for a live chat customer support assistant position

 

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Japan’s SoftBank returns to profit after gains at Vision Fund and other investments

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TOKYO (AP) — Japanese technology group SoftBank swung back to profitability in the July-September quarter, boosted by positive results in its Vision Fund investments.

Tokyo-based SoftBank Group Corp. reported Tuesday a fiscal second quarter profit of nearly 1.18 trillion yen ($7.7 billion), compared with a 931 billion yen loss in the year-earlier period.

Quarterly sales edged up about 6% to nearly 1.77 trillion yen ($11.5 billion).

SoftBank credited income from royalties and licensing related to its holdings in Arm, a computer chip-designing company, whose business spans smartphones, data centers, networking equipment, automotive, consumer electronic devices, and AI applications.

The results were also helped by the absence of losses related to SoftBank’s investment in office-space sharing venture WeWork, which hit the previous fiscal year.

WeWork, which filed for Chapter 11 bankruptcy protection in 2023, emerged from Chapter 11 in June.

SoftBank has benefitted in recent months from rising share prices in some investment, such as U.S.-based e-commerce company Coupang, Chinese mobility provider DiDi Global and Bytedance, the Chinese developer of TikTok.

SoftBank’s financial results tend to swing wildly, partly because of its sprawling investment portfolio that includes search engine Yahoo, Chinese retailer Alibaba, and artificial intelligence company Nvidia.

SoftBank makes investments in a variety of companies that it groups together in a series of Vision Funds.

The company’s founder, Masayoshi Son, is a pioneer in technology investment in Japan. SoftBank Group does not give earnings forecasts.

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Yuri Kageyama is on X:

The Canadian Press. All rights reserved.

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Trump campaign promises unlikely to harm entrepreneurship: Shopify CFO

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Shopify Inc. executives brushed off concerns that incoming U.S. President Donald Trump will be a major detriment to many of the company’s merchants.

“There’s nothing in what we’ve heard from Trump, nor would there have been anything from (Democratic candidate) Kamala (Harris), which we think impacts the overall state of new business formation and entrepreneurship,” Shopify’s chief financial officer Jeff Hoffmeister told analysts on a call Tuesday.

“We still feel really good about all the merchants out there, all the entrepreneurs that want to start new businesses and that’s obviously not going to change with the administration.”

Hoffmeister’s comments come a week after Trump, a Republican businessman, trounced Harris in an election that will soon return him to the Oval Office.

On the campaign trail, he threatened to impose tariffs of 60 per cent on imports from China and roughly 10 per cent to 20 per cent on goods from all other countries.

If the president-elect makes good on the promise, many worry the cost of operating will soar for companies, including customers of Shopify, which sells e-commerce software to small businesses but also brands as big as Kylie Cosmetics and Victoria’s Secret.

These merchants may feel they have no choice but to pass on the increases to customers, perhaps sparking more inflation.

If Trump’s tariffs do come to fruition, Shopify’s president Harley Finkelstein pointed out China is “not a huge area” for Shopify.

However, “we can’t anticipate what every presidential administration is going to do,” he cautioned.

He likened the uncertainty facing the business community to the COVID-19 pandemic where Shopify had to help companies migrate online.

“Our job is no matter what comes the way of our merchants, we provide them with tools and service and support for them to navigate it really well,” he said.

Finkelstein was questioned about the forthcoming U.S. leadership change on a call meant to delve into Shopify’s latest earnings, which sent shares soaring 27 per cent to $158.63 shortly after Tuesday’s market open.

The Ottawa-based company, which keeps its books in U.S. dollars, reported US$828 million in net income for its third quarter, up from US$718 million in the same quarter last year, as its revenue rose 26 per cent.

Revenue for the period ended Sept. 30 totalled US$2.16 billion, up from US$1.71 billion a year earlier.

Subscription solutions revenue reached US$610 million, up from US$486 million in the same quarter last year.

Merchant solutions revenue amounted to US$1.55 billion, up from US$1.23 billion.

Shopify’s net income excluding the impact of equity investments totalled US$344 million for the quarter, up from US$173 million in the same quarter last year.

Daniel Chan, a TD Cowen analyst, said the results show Shopify has a leadership position in the e-commerce world and “a continued ability to gain market share.”

In its outlook for its fourth quarter of 2024, the company said it expects revenue to grow at a mid-to-high-twenties percentage rate on a year-over-year basis.

“Q4 guidance suggests Shopify will finish the year strong, with better-than-expected revenue growth and operating margin,” Chan pointed out in a note to investors.

This report by The Canadian Press was first published Nov. 12, 2024.

Companies in this story: (TSX:SHOP)

The Canadian Press. All rights reserved.

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RioCan cuts nearly 10 per cent staff in efficiency push as condo market slows

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TORONTO – RioCan Real Estate Investment Trust says it has cut almost 10 per cent of its staff as it deals with a slowdown in the condo market and overall pushes for greater efficiency.

The company says the cuts, which amount to around 60 employees based on its last annual filing, will mean about $9 million in restructuring charges and should translate to about $8 million in annualized cash savings.

The job cuts come as RioCan and others scale back condo development plans as the market softens, but chief executive Jonathan Gitlin says the reductions were from a companywide efficiency effort.

RioCan says it doesn’t plan to start any new construction of mixed-use properties this year and well into 2025 as it adjusts to the shifting market demand.

The company reported a net income of $96.9 million in the third quarter, up from a loss of $73.5 million last year, as it saw a $159 million boost from a favourable change in the fair value of investment properties.

RioCan reported what it says is a record-breaking 97.8 per cent occupancy rate in the quarter including retail committed occupancy of 98.6 per cent.

This report by The Canadian Press was first published Nov. 12, 2024.

Companies in this story: (TSX:REI.UN)

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