Job Description
Join our dynamic team as a Chat Support Specialist at InnovateTech Solutions! We're seeking passionate communicators to deliver exceptional customer experiences through real-time chat channels. This full-time role offers competitive compensation, comprehensive benefits, and growth opportunities in Charlotte's thriving tech scene. You'll be the frontline ambassador for our cutting-edge SaaS platform, helping users navigate challenges with empathy and expertise.
Responsibilities
- Provide real-time chat support to resolve technical inquiries and customer issues
- Document interactions and maintain detailed case histories in CRM systems
- Collaborate with engineering teams to escalate complex technical problems
- Develop knowledge base articles to improve self-service resources
- Monitor chat queues with average response time under 30 seconds
- Contribute to continuous improvement initiatives for support workflows
Qualifications
- 2+ years of experience in customer support or technical assistance
- Proficiency in live chat platforms (Zendesk, Intercom, or similar)
- Exceptional written communication with 60+ WPM typing speed
- Strong problem-solving abilities in fast-paced digital environments
- High school diploma or equivalent; bachelor's degree preferred
- Experience with SaaS products or cloud-based technologies
- Ability to work flexible hours including weekends when needed