Job Description
Join our award-winning tech support team in the heart of Silicon Valley! TechConnect Solutions is seeking dynamic Chat Support Specialists to deliver exceptional customer experiences through real-time digital channels. This immediate-start contract position offers the opportunity to work with cutting-edge technology while supporting Fortune 500 clients in a fast-paced, collaborative environment. Enjoy competitive compensation, flexible scheduling, and career growth opportunities in one of America's most vibrant tech hubs.
Responsibilities
- Provide instant, professional support via text-based chat for 50+ daily customer inquiries
- Resolve technical issues, billing questions, and product usage challenges across multiple platforms
- Maintain detailed case documentation and update CRM systems in real-time
- Collaborate with Tier 2 teams to escalate complex technical problems efficiently
- Meet or exceed key performance metrics (CSAT >90%, First Contact Resolution >85%)
- Participate in continuous improvement initiatives for chat protocols
- Adhere to strict data security and compliance standards
Qualifications
- Minimum 2 years experience in customer support roles with digital channels
- Exceptional written communication skills with 60+ WPM typing accuracy
- Proficiency with Zendesk, Intercom, or similar CRM platforms
- Technical aptitude for troubleshooting software, hardware, and connectivity issues
- Ability to multitask across 3-4 concurrent chat conversations
- Strong problem-solving skills with customer-centric approach
- Available for flexible shifts including evenings/weekends
- High school diploma or equivalent required