Real Agent Live is a Malta based support company. We give businesses dedicated support agents who work only on their account, on fixed shifts, for a fixed monthly fee.
We are hiring worldwide.
ABOUT THE ROLE
You will be the voice of one client. You will learn their product, their tone and their rules, and then you will answer their customers over live chat, email and messaging for your shift, every shift. Twelve months in, you will know that account better than most people inside the client's own company.
Support here is not scripted. You are trusted to read a situation and answer like a person, inside clear rules for the moments that matter.
WHAT YOU WILL DO
- Answer live chat, email and messaging conversations for one client
- Handle account, payment, delivery and technical questions end to end
- Follow written procedures exactly where they exist, especially for sensitive requests
- Escalate what needs escalating, quickly and with the full context
- Log every conversation properly, so the next agent is not guessing
- Flag patterns you keep seeing, because you will spot them first
LANGUAGES
English is required, and it is the language you will work in with us. On top of English, we want at least one more.
Strongest demand right now: German, Finnish, Swedish, Danish, Norwegian, Dutch, Italian, Spanish, Portuguese, Polish Turkish and Greek.
WHAT YOU NEED
- Fluent English, spoken and written, plus at least one other language
- Fast, accurate typing. You will be holding several chats at once
- Clear written communication. Short sentences, no jargon, no waffle
- A calm head. Some of these conversations involve money and upset people
- Availability for rotating shifts, including nights, weekends and public holidays
- The right to work as a self employed contractor in your country
YOUR SETUP
You work inside a company provided secure virtual desktop, so nothing sensitive is ever stored on your own machine. That makes your own hardware simpler, but your connection has to be solid:
- Broadband of at least 25 Mbps down and 10 Mbps up, wired by cable
where possible. Mobile data as a main connection will not hold a shift
- A second way to get online, such as a phone hotspot, for when the main line drops
- A computer running Windows 10 or 11, macOS 12 or later, or ChromeOS, with at least 8 GB of memory
- A USB headset with a noise cancelling microphone, and a webcam
- A quiet, private room where nobody else can see your screen. Real customer data will be on it
- Reliable power and a battery backup if outages are common where you live
NICE TO HAVE
- Previous experience in customer support, especially live chat
- Experience with a helpdesk tool such as Zendesk, Intercom or Freshdesk
- Experience in iGaming, crypto, fintech or e-commerce
- A third or fourth language
WHAT WE OFFER
- A fixed monthly rate, agreed up front and paid on time, every time.
- A performance bonus on top of that rate, tied to real things: response time, resolution quality, client feedback.
- Written procedures and a clear escalation path, so you are never guessing alone on something that matters.
- Room to grow into higher paying accounts and into a team lead role as we scale.
HOW WE WORK
Remote first, and we mean it. There is no office anywhere, and there is no plan for one right now..
Before your first shift you will complete our training, pass a background check, and sign a confidentiality and data protection agreement. Two factor authentication is required on every account you touch.
HOW TO APPLY
Apply through LinkedIn or send your CV to careers@realagentlive.com. Tell us which languages you speak and at what level, and which country you would be working from.
We read every application.
