Job Description
Join our elite customer support team and become the voice of our brand during high-impact night hours! SupportPro Solutions is seeking passionate Chat Support Agents to deliver exceptional digital customer experiences from our state-of-the-art Chicago facility. This is your opportunity to thrive in a dynamic, fast-paced environment while advancing your career in customer service excellence.
We offer industry-leading compensation, comprehensive benefits including health/dental/vision, and a clear career progression path. Our award-winning training program ensures you'll master cutting-edge communication techniques and product knowledge.
Responsibilities
- Deliver real-time chat support to resolve customer inquiries within 90-second response time
- Master company products/services to provide accurate, solution-focused assistance
- Document all interactions using CRM systems while maintaining 99% data accuracy
- Collaborate with cross-functional teams to resolve complex technical issues
- Meet/exceed KPIs for CSAT (90%+), first-contact resolution (85%+), and efficiency metrics
- Proactively identify upsell opportunities during high-value customer interactions
- Participate in continuous improvement initiatives to enhance support workflows
Qualifications
- Minimum 1 year experience in customer service or digital communication roles
- Exceptional written communication skills with professional tone in all interactions
- Ability to multitask 5-7 concurrent chat conversations while maintaining quality
- Proficiency in Zendesk, Salesforce, or similar CRM platforms
- High school diploma or equivalent; college degree preferred
- Flexible availability for night shifts (11 PM - 8 AM) with weekend rotation
- Strong problem-solving skills with demonstrated conflict resolution abilities
- Authorized to work in the United States with reliable transportation