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Chat Manager Jobs in Delaware (NOW HIRING)

... Chat based on priority and work to towards resolution * Install and upgrade Genesys components in production environment * Good Hands-on experience with Genesys Config/Management layers, Routing ...

Remote Customer Service Specialist

Wilmington, DE ยท On-site +1

$16.50 - $21.75/hr

Respond to customer inquiries via phone, email, and chat with professionalism and care * Help ... Keep accurate records of customer interactions using CRM * Proactively follow up on customer needs ...

Under the supervision of the Customer Service Manager, the?Customer Service - Escalations team ... chat, email, or fax.?? * Provide support for the customer service team through the manning and ...

Loan Sales Specialist

Wilmington, DE ยท On-site

$19 - $23/hr

Manage the life cycle of loans, including collections activities while maintaining compliance with ... chat and our in-house systems * Exhibit passion for achievement, bringing an internal drive to ...

Showing results 21-40

Chat Manager information

What is the difference between Chat Manager vs Customer Support Specialist?

AspectChat ManagerCustomer Support Specialist
Required CredentialsHigh school diploma or equivalent; experience in chat platformsHigh school diploma or equivalent; customer service experience
Work EnvironmentOnline, remote or office-based chat platformsCall centers, online support, retail, or service settings
Employer & Industry UsageTech companies, e-commerce, customer service firmsRetail, telecom, hospitality, and service industries
Common Search & Comparison IntentUnderstanding roles in chat-based customer serviceCustomer support roles and responsibilities

Chat Managers oversee online chat support teams, managing chat interactions and ensuring quality. Customer Support Specialists handle direct customer inquiries across various channels. While both roles require customer service skills, Chat Managers focus on team oversight and chat platform management, whereas Customer Support Specialists focus on resolving customer issues directly.

What are the key skills and qualifications needed to thrive as a chat manager, and why are they important?

To excel as a Chat Manager, you need expertise in customer service, team leadership, and digital communication, often supported by prior experience in customer support or contact center environments. Familiarity with chat platforms, CRM software, and analytics tools is typically required, and certifications in customer service management can be beneficial. Strong soft skills such as conflict resolution, multitasking, and motivational leadership help build cohesive and high-performing teams. These competencies are essential for ensuring efficient, high-quality customer interactions and meeting organizational service goals.

How does a chat manager typically collaborate with customer support and technical teams to improve service quality?

A Chat Manager works closely with customer support agents to monitor conversations, identify recurring issues, and provide coaching for improved communication. They often liaise with technical teams to relay customer feedback and troubleshoot platform issues, ensuring prompt resolution and smoother chat operations. Regular meetings and data-sharing sessions help align strategies and maintain high service standards. This collaborative approach ensures that both customer-facing representatives and technical staff are informed and responsive to evolving customer needs.

What is a chat manager?

Chat Managers are professionals responsible for overseeing and facilitating online chat communications between a company and its customers or users. They manage chat support teams, ensure timely and accurate responses, and work to improve customer satisfaction through effective communication. Chat Managers may also analyze chat metrics, train new chat agents, and develop best practices to enhance service quality. Their role is vital in maintaining a positive digital customer experience and resolving issues efficiently.
What are the most commonly searched types of Chat jobs in Delaware? The most popular types of Chat jobs in Delaware are:
What are popular job titles related to Chat Manager jobs in Delaware? For Chat Manager jobs in Delaware, the most frequently searched job titles are:
What job categories do people searching Chat Manager jobs in Delaware look for? The top searched job categories for Chat Manager jobs in Delaware are:
What cities in Delaware are hiring for Chat Manager jobs? Cities in Delaware with the most Chat Manager job openings:

Genesys Lead Demand

Hirekeyz Inc

Wilmington, DE โ€ข On-site

Full-time

Re-posted 22 days ago


Job description

Role: Genesys Lead Demand

Location: Wilmington, DE..(5 Days Onsite)

Job Type: W-2/Full Time

Job Description:

Job Duties: 

  • Troubleshoot production incidents in Genesys Voice(Inbound/Outbound), Email & Chat based on priority and work to towards resolution
  • Install and upgrade Genesys components in production environment
  • Good Hands-on experience with Genesys Config/Management layers, Routing layer, GVP, SIP layer/Media layer
  • Demonstrated knowledge and ability to troubleshoot any complex issues around Genesys config/management layers, routing layer, Genesys SIP, media server, and ICON/Info Mart
  • Configure options and applications in Genesys CME
  • Identify the impacts for Genesys applications for infrastructure changes and prepare/execute mitigation plans.
  • Perform validation & verification for environment/infrastructure related changes
  • Take part in discussions with development & operations teams on system improvement and stability of the components
  • Identify system performance bottlenecks and raise recommendations to application development teams
  • Look for process improvements in the support process and raise process improvement proposals.
  • Take part in Knowledge sharing sessions from development/offshore teams
  • Extend on-call support during weekends. During this time, attend critical issues and any change requests.
  • Exposure to WFM tools like Aspect and call recording tools would be a plus
  • Flexibility to work on different Shifts and Stretch.

Desired Skills: 

  • Prior experience of working in a production support environment.
  • Unix basics
  • Oracle Database & SQL basics

Interpersonal Skills:

  • Well-developed analytical & problem-solving skills
  • Strong oral and written communication skills
  • Excellent team player, able to work with virtual teams.
  • Ability to learn quickly in a dynamic start-up environment.
  • Must be able to work under own initiative with limited guidance from team manager due to the fast pace and high-volume of work managed by the team.
  • Able to talk to client directly and report to client/offshore.
  • Flexibility to work on different Shifts and Stretch.