Customer Support Agent (Multilingual)

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 building our agent team now and 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
HOW WE WORK
Remote first, and we mean it. There is no office anywhere, and there
is no plan for one right now..
What that requires from you is the part people underestimate. Shifts
are fixed and they start on time. You are expected to be reachable
and visibly online for the whole of yours. We measure response time
and conversation quality, not hours sat at a desk, but the shift
itself is a commitment.
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.

Work arrangement
No