Chat Analyst and Representative

O.C. Tanner•Salt Lake City, UT

8d•Hybrid

About The Position

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces. Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies. Join us as we help people all over the world thrive at work. The Chat Representative / Bot Designer supports customers through live chat while also helping design, maintain, and continuously improve automated chat experiences (chatbots, macros, decision trees, and knowledge-base flows). This role blends customer empathy, fast written communication, and structured problem-solving with content design and basic conversational UX to reduce contact volume, improve resolution rates, and elevate the end-to-end customer experience.

Requirements

1–3+ years in customer support, customer experience, or contact center operations with significant live chat experience.
Exceptional written communication skills (grammar, clarity, tone control) and ability to tailor responses to different audiences.
Demonstrated ability to follow processes, troubleshoot systematically, and document customer interactions clearly.
Comfort working with support tools (CRM/ticketing, chat console, knowledge base) and learning new systems quickly.
Basic understanding of chatbot concepts (intents, entities, prompts, conversation flows, escalation/handoff).
Strong analytical skills: ability to review transcripts/data and translate insights into content and flow updates.
Ability to manage multiple conversations simultaneously while maintaining quality and accuracy.

Nice To Haves

Experience building or maintaining bots in platforms such as Microsoft Copilot Studio/Power Virtual Agents, Dialogflow, Amazon Lex, Intercom, Zendesk, Drift, Ada, or similar.
Knowledge management experience (article writing, taxonomy, search optimization) and/or content design experience.
Familiarity with conversational design practices (user goals, error recovery, confirmation, disambiguation, accessibility).
Experience collaborating with product/engineering teams and translating product changes into customer-facing guidance.
Basic reporting skills (Excel/Sheets) and familiarity with analytics dashboards.
Experience supporting a regulated or privacy-sensitive environment (e.g., healthcare, finance) and handling PII appropriately.

Responsibilities

Handle inbound customer conversations via live chat, providing accurate, professional, and empathetic written support.
Triage issues, gather required details, and resolve cases using tools, policies, and knowledge articles; escalate appropriately with clear documentation.
Design and refine bot conversation flows (intents, utterances, prompts, fallbacks, and handoff-to-agent logic) based on customer needs and business rules.
Create and maintain chat macros, templates, and knowledge-base articles to standardize responses and reduce time to resolution.
Analyze chat transcripts to identify friction points, missing content, repetitive contacts, and automation opportunities.
Partner with product, engineering, support operations, and external partners to keep bot content aligned with releases, policy changes, and known issues.
Monitor key performance indicators (e.g., containment rate, deflection, CSAT, first contact resolution) and run iterative improvements (A/B tests where available).
Ensure compliance with privacy, security, and brand voice guidelines in all human and bot interactions.