Job Description
Join our award-winning customer experience team at InnovateTech Solutions! We're seeking a dynamic Chat Support Specialist to deliver exceptional digital customer service from our San Jose headquarters. This immediate-start contract position offers competitive pay, flexible scheduling, and the opportunity to work with cutting-edge technology in a collaborative environment. If you're passionate about solving problems and creating positive customer interactions, apply today!
Responsibilities
- Provide real-time support via live chat for 50+ customers daily across multiple platforms
- Resolve technical inquiries, billing questions, and product troubleshooting
- Maintain detailed case documentation in Zendesk with 95%+ accuracy
- Collaborate with Tier 2 engineers to escalate complex technical issues
- Meet/exceed KPIs for response time (<90s), CSAT (>90%), and resolution rate
- Participate in daily team huddles and ongoing product training sessions
Qualifications
- 1+ years experience in live chat or digital customer support
- Proficient in CRM tools (Zendesk/Salesforce preferred)
- Exceptional written communication with zero grammar errors
- Ability to handle 5+ concurrent chat conversations efficiently
- High school diploma; associate's degree in communications preferred
- Must pass typing test (60+ WPM) and technical assessment
- Authorized to work in the United States immediately