Online Chat Support

As an Online Chat Support specialist at Aegis Law, you will serve as the first line of digital communication, providing prompt, courteous, and accurate assistance to clients navigating legal inquiries and services. You will engage with customers through live chat platforms, interpreting their needs, offering clear guidance, and escalating complex matters to appropriate legal teams. Working in a collaborative environment, you will partner closely with attorneys, case managers, and technical support staff to ensure seamless service delivery. The role offers continuous learning opportunities, including training on legal terminology, company policies, and emerging chat technologies, empowering you to grow professionally while contributing to the firm’s reputation for exceptional client care. Your impact will be measured by client satisfaction, response efficiency, and the overall enhancement of Aegis Law’s digital support experience.

Requirements:

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• 1–30 years of experience in customer support, preferably in a legal or professional services setting.
• Proficiency with live chat software (e.g., Intercom, Zendesk Chat) and CRM tools.
• Strong written communication skills with an ability to convey complex information clearly.
• Excellent problem‑solving abilities and a calm demeanor under pressure.
• Basic understanding of legal terminology and confidentiality standards.
• Team‑oriented mindset with strong interpersonal skills and a commitment to continuous learning.

Roles and Responsibilities:

• Respond to client inquiries via chat in a timely and professional manner.
• Provide accurate information about Aegis Law’s services, processes, and policies.
• Document chat interactions in the CRM system and update client records accordingly.
• Identify and triage complex issues, escalating them to legal specialists when necessary.
• Maintain up‑to‑date knowledge of legal products, company updates, and industry best practices.
• Collaborate with cross‑functional teams to improve chat workflows and enhance client experience.
• Monitor chat metrics, such as response time and satisfaction scores, and suggest improvements.

Budget:

• Job Type: payroll
• Maximum Budget: $90,000 per year
• Experience Range: 1–30 years