Job Description
Join InnovateTech Solutions as a Chat Support Specialist and become the voice of our customers! We're a rapidly growing tech company committed to delivering exceptional digital experiences, and we're seeking passionate individuals to join our dynamic support team in Charlotte. This role offers remote flexibility with occasional in-office collaboration at our modern downtown hub. You'll play a pivotal role in resolving customer inquiries through our live chat platform while contributing to a culture of innovation and growth.
We provide comprehensive training, competitive benefits, and clear career advancement paths. If you thrive in fast-paced environments and love helping people succeed, this is your opportunity to make a real impact!
Responsibilities
- Deliver real-time customer support via live chat with average response time under 60 seconds
- Resolve technical issues, billing inquiries, and product questions using knowledge base tools
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Maintain detailed case documentation in Zendesk with 98% accuracy
- Contribute to process improvements by analyzing chat transcripts and identifying trends
- Mentor new team members during onboarding period
- Meet monthly KPIs including customer satisfaction (CSAT) and first-contact resolution
Qualifications
- Minimum 2 years customer service experience, preferably in digital support roles
- Exceptional written communication skills with type speed of 60+ WPM
- Proficiency with CRM platforms (Zendesk/Salesforce) and chat systems
- Ability to multitask across 3-4 concurrent conversations
- Strong problem-solving skills with technical aptitude
- High school diploma or equivalent; college degree preferred
- Available to work rotating weekends and holidays
- Valid US work authorization