Job Summary

Progressive Technology is hiring enthusiastic Chat Process Executives to deliver fast, friendly, and accurate support to our global customers—exclusively over chat (no voice calls). This is the perfect launchpad for fresh graduates and early‑career professionals who want to begin a career in customer support, operations, or product success while working from home. You will handle real-time customer queries, troubleshoot basic issues, document interactions, and collaborate with internal teams to ensure a seamless customer experience.

Key Responsibilities

• Provide prompt, courteous, and accurate support to customers via live chat, in-app messaging, and email (as needed).

• Diagnose basic product/service issues using internal knowledge bases and troubleshooting checklists.

• Escalate complex cases to Tier 2/Technical Support with complete and structured case notes.

• Maintain high levels of First Contact Resolution (FCR), Average Response Time (ART), and Customer Satisfaction (CSAT).

• Accurately log all interactions in the CRM/ticketing system following defined SOPs.

• Proactively identify recurring issues and suggest improvements to FAQs, macros, and knowledge base articles.

• Follow information security, privacy, and compliance guidelines at all times.

• Participate in training, quality audits, and performance reviews to continuously improve.

• Collaborate with cross-functional teams (Tech, Product, QA, Ops) to close the loop on customer feedback.

Required Skills and Qualifications

• Bachelors degree in any discipline (final-year students or diploma holders may also apply).

• Excellent written English with strong grammar, spelling, and clarity.

• Fast and accurate typing skills (minimum 35–40 WPM preferred).

• Strong problem-solving attitude and customer-first mindset.

• Comfort with multitasking across multiple chat windows and tools.

• Basic familiarity with MS Office/Google Workspace and web-based CRM or ticketing tools.

• Ability to follow SOPs and work with performance metrics.

• Willingness to work in shifts (including nights/weekends/holidays) based on business needs.

Experience

• 0–1 year of experience in customer support, chat/email process, or service operations is an advantage but not mandatory.

• Internship, campus ambassador, freelancing, or project experience demonstrating communication and customer handling will be considered a plus.

Working Hours

• Rotational shifts (including weekends and public holidays) to support 24×7 operations.

• Standard shift length: 8–9 hours including breaks.

• Consecutive weekly offs as per roster.

• Overtime/holiday pay and shift allowances may apply as per company policy.

Knowledge, Skills, and Abilities

• Understanding of customer service etiquette and tone for written communication.

• Ability to de-escalate tense situations with empathy and professionalism.

• Quick learner with the ability to adapt to new tools, processes, and product updates.

• Strong attention to detail, documentation accuracy, and process discipline.

• Data confidentiality awareness and adherence to information security standards.

• Comfortable working independently in a remote, performance-driven environment.

Benefits

• Competitive entry-level compensation with performance incentives.

• Paid training and continuous learning opportunities (product, soft skills, tools).

• Shift allowances (where applicable).

• Health insurance/medical benefits as per company policy.

• Internet/equipment reimbursement (as per eligibility).

• Fast-track internal career growth into Quality, Training, Team Lead, or Product Support roles.

• Work-from-home flexibility with structured support and mentorship.

Why Join Progressive Technology

• Great first role for freshers to build a solid foundation in customer success and operations.

• Culture of continuous learning, feedback, and merit-based growth.

• Opportunity to work with modern support tech stacks and global customers.

• Clear performance metrics, transparent career progression, and supportive leadership.

• Diverse, inclusive, and people-first organization.

How to Apply

1. Prepare your CV highlighting your communication skills, typing speed, tools you are familiar with, and any internships/projects.

2. Email your resume with the subject line: Chat Process Executive – Remote.

3. Include a brief cover note (3–4 lines) explaining why you are a good fit as a fresher.

4. (Optional) Attach typing test results or writing samples, if available.

5. Shortlisted candidates will undergo:

   • Online assessment (communication, typing, basic aptitude)

   • HR discussion

   • Final interview with the process manager