Job Description
Join our award-winning customer experience team as a Chat Support Specialist at ConnectSphere Solutions! We're seeking empathetic communicators to deliver real-time assistance to our global client base through our cutting-edge chat platform. Enjoy competitive compensation, comprehensive benefits, and a hybrid work model in Austin's vibrant tech corridor. Perfect for career growth in digital customer service!
Responsibilities
- Resolve customer inquiries via live chat within 90-second response SLAs
- Document interactions in Zendesk CRM with precision and attention to detail
- Collaborate with Tier 2 support for complex technical escalations
- Identify upsell opportunities for premium service offerings
- Maintain 95% CSAT score through personalized problem-solving
- Participate in weekly training on product updates and soft skills
- Contribute to knowledge base articles for recurring issues
Qualifications
- 2+ years experience in digital customer support or live chat environments
- Exceptional written communication with 70+ WPM typing accuracy
- Proficiency in Zendesk, Intercom, or similar CRM platforms
- Ability to multitask across 3-4 concurrent chat sessions
- Strong emotional intelligence for de-escalating sensitive situations
- High school diploma; associate's degree preferred
- Available for rotating weekend shifts (1 weekend per month)
- Must pass background check and drug screening