Job Description
Join our award-winning customer support team as a Chat Support Specialist! We're hosting an exclusive hiring event for talented communicators to deliver exceptional digital experiences. At GlobalTech Solutions, we empower our support heroes with cutting-edge tools and career growth paths in the heart of Silicon Valley. This full-time role offers competitive benefits, flexible scheduling, and opportunities to advance into technical or leadership roles.
Why Join Us?
- Industry-leading training in AI-powered support platforms
- Health, dental, and vision insurance starting day one
- 401(k) matching program up to 6%
- Monthly performance bonuses and recognition programs
- Hybrid work model with 2 remote days per week
Responsibilities
- Provide real-time chat support for enterprise software clients via web and mobile platforms
- Resolve technical issues, billing inquiries, and feature requests with 95% CSAT target
- Document cases in Zendesk with detailed resolution steps and preventive measures
- Collaborate with Tier 2 engineers for complex escalations using Jira workflows
- Participate in weekly knowledge base updates and training sessions
- Maintain 24/7 availability during rotational weekend shifts
- Contribute to process improvements via quarterly innovation workshops
Qualifications
- 2+ years experience in B2B chat or digital support environments
- Proven ability to handle 15+ concurrent chat sessions with <2min response time
- Proficiency in Zendesk, Intercom, or similar CRM platforms
- Exceptional written communication with neutral accent (fluency in Spanish a plus)
- Technical aptitude to troubleshoot SaaS integrations and API issues
- Experience with Salesforce or enterprise ticketing systems
- Ability to work flexible shifts including weekends and holidays
- High school diploma; relevant certifications preferred