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Live Chat Agent Jobs in Raleigh, NC (NOW HIRING)

Ztek Consulting

UCCE Tier-2 Engineer

Durham, NC · On-site

$64K - $100K/yr

Troubleshoot and resolve complex issues related to call routing, agent and supervisor desktops, CTI ... voice, chat, email). * Manage and maintain core UCCE components such as Call Router, Logger ...

Orkin LLC

Customer Service Agent_Seasonal

Raleigh, NC · On-site

$16.73/hr

... live, work and play. We have a FAST PACED , fully remote Customer Contact Center with dedicated inbound and outbound sales, customer service, retention, chat, and a bilingual team. Our Seasonal ...

Orkin

Customer Service Agent_Seasonal

Raleigh, NC · On-site

$16.73/hr

... live, work and play. We have a FAST PACED , fully remote Customer Contact Center with dedicated inbound and outbound sales, customer service, retention, chat, and a bilingual team. Our Seasonal ...

Orkin

Customer Service Agent_Seasonal

Raleigh, NC · Remote

$16.73/hr

... live, work and play. We have a FAST PACED , fully remote Customer Contact Center with dedicated inbound and outbound sales, customer service, retention, chat, and a bilingual team. Our Seasonal ...

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Live Chat Agent information

What are Live Chat Agents?

Live Chat Agents are customer service professionals who interact with customers in real-time through online chat platforms. Their main role is to assist customers by answering questions, resolving issues, and providing information about products or services. Live Chat Agents help businesses offer fast and convenient support, improving customer satisfaction and efficiency. They often work for e-commerce sites, tech companies, and service providers, handling multiple conversations simultaneously.

What are the key skills and qualifications needed to thrive as a Live Chat Agent, and why are they important?

To thrive as a Live Chat Agent, you need excellent written communication skills, fast and accurate typing abilities, and a basic understanding of customer service principles, often supported by a high school diploma. Familiarity with live chat software, CRM systems, and ticketing tools is typically required. Strong problem-solving, patience, and multitasking skills help agents deliver positive customer experiences and resolve issues efficiently. These competencies are essential for providing timely, effective, and high-quality support in a digital customer service environment.

How do Live Chat Agents typically handle high volumes of simultaneous customer inquiries?

Live Chat Agents often manage multiple chat conversations at once, which requires strong multitasking skills and the ability to prioritize urgent issues without sacrificing response quality. Many companies provide specialized chat platforms that help agents organize conversations, use canned responses, and quickly access knowledge bases. Agents are also trained to escalate complex issues to supervisors or other departments as needed, ensuring efficient and accurate resolutions. Regular team check-ins and support from team leads help agents adapt to busy periods and maintain customer satisfaction.
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Live Chat Agent jobs near you
UCCE Tier-2 Engineer

UCCE Tier-2 Engineer

Ztek Consulting

Durham, NC • On-site

$64K - $100K/yr

Other

Posted 17 days ago

Job description

Position: UCCE Tier-2 Engineer Position Type: Fulltime Location: RTP, NC
5 - 8 years of experience
Desired Skills : Cisco UCCE
Salary Range : $64,000-$100,000 a year
Job Description
Must Have Technical/Functional Skills:
A UCCE Tier 2 Engineer is responsible for the advanced support, troubleshooting, configuration, and maintenance of Cisco Unified Contact Center Enterprise solutions. This role involves working with complex contact center environments, including multi-site deployments, integration with Cisco Unified Communications Manager, Cisco Finesse, and other contact center components.
Key Responsibilities:
  • Provide Tier 2 technical support for Cisco Unified Contact Center Enterprise (UCCE) systems.
  • Troubleshoot and resolve complex issues related to call routing, agent and supervisor desktops, CTI integrations, and multi-channel contact center features (voice, chat, email).
  • Manage and maintain core UCCE components such as Call Router, Logger, Peripheral Gateway (PG), Administration & Data Servers, and Live Data Server.
  • Support integration and configuration of Cisco Unified Customer Voice Portal (CVP), Cisco Finesse, and Cisco Unified Communications Manager.
  • Perform system monitoring, health checks, and performance tuning to ensure high availability and fault tolerance.
  • Collaborate with Tier 1 support, network teams, and application teams to resolve escalated issues.
  • Assist in deployment, upgrades, and patching of UCCE environments.
  • Utilize diagnostic tools and logs (e.g., CVP logs, router logs, call flow tools) for troubleshooting.
  • Document technical procedures, configurations, and troubleshooting steps.
  • Participate in on-call rotation for after-hours support.
Required Skills and Experience:
  • Strong knowledge of Cisco Unified Contact Center Enterprise architecture and components.
  • Experience with multi-site and multi-cluster UCCE deployments.
  • Proficiency in troubleshooting call flows, routing scripts, and CTI integrations.
  • Familiarity with Cisco Unified Communications Manager and Cisco Finesse.
  • Understanding of contact center protocols and technologies (SIP, VXML, JTAPI).
  • Experience with diagnostic and monitoring tools such as Wireshark, CVP Call Flow Tool, and Log Analysis.
  • Ability to work in a fast-paced environment and handle escalated technical issues.
  • Good communication skills for collaboration with cross-functional teams and customers.

Preferred Qualifications:
  • Cisco certifications related to Contact Center technologies (e.g., CCNP Collaboration).
  • Experience with Cisco Unified Contact Center Enterprise (UCCE), Cisco Packaged Contact Center Enterprise (PCCE) or Hosted Collaboration Solution for Contact Center (HCS-CC).
  • Knowledge of contact center reporting tools like Cisco Unified Intelligence Center (CUIC).

Regards,
Sajith Nair Ztek Consulting Inc
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