Job Description
Join TechConnect Solutions, a leading tech innovator, as a Chat Support Specialist in sunny San Jose! We're seeking passionate communicators to deliver exceptional customer experiences through our cutting-edge chat platform. This full-time role includes comprehensive paid training and career growth opportunities in a dynamic, collaborative environment.
As part of our customer success team, you'll troubleshoot technical issues, resolve inquiries, and build lasting client relationships. We offer competitive compensation, comprehensive benefits (health/dental/vision), flexible scheduling options, and opportunities for advancement into senior roles or specialized tech support.
Our San Jose hub features modern amenities, onsite fitness facilities, and a culture that values work-life balance. If you thrive in fast-paced digital environments and want to make an impact, apply today!
Responsibilities
- Deliver real-time support to customers via in-app chat, resolving technical and billing inquiries within SLA targets
- Maintain detailed case documentation in Salesforce while ensuring data accuracy and compliance
- Collaborate with engineering teams to escalate complex technical issues and provide user feedback
- Proactively identify upsell opportunities based on customer needs and product knowledge
- Participate in continuous training on new products and support protocols
- Mentor junior support agents during peak hours and knowledge-sharing sessions
- Contribute to process improvements by analyzing chat transcripts and customer feedback
Qualifications
- High school diploma or equivalent; associate degree preferred
- Minimum 1 year customer service experience, preferably in digital support
- Exceptional written communication skills with 60+ WPM typing proficiency
- Proficiency with CRM platforms (Salesforce experience a plus)
- Ability to multitask across 5-7 concurrent chat conversations
- Basic technical troubleshooting knowledge of SaaS products
- Strong problem-solving abilities with calm demeanor under pressure
- Must be legally authorized to work in the US