Job Description
Join our award-winning customer experience team in San Jose! We're seeking passionate Chat Support Specialists to deliver exceptional digital customer service. Enjoy a comprehensive 4-week paid training program, competitive benefits, and career growth opportunities in a dynamic tech environment.
As a key member of our support ecosystem, you'll resolve customer inquiries via live chat, troubleshoot technical issues, and drive customer satisfaction. Our modern downtown office features collaborative workspaces, wellness programs, and regular team-building events.
Responsibilities
- Deliver real-time chat support for SaaS platform customers
- Resolve technical issues, billing inquiries, and product questions
- Maintain detailed case documentation in CRM systems
- Collaborate with Tier 2 support for complex escalations
- Meet/exceed customer satisfaction targets (CSAT >95%)
- Participate in continuous improvement initiatives
- Adhere to SLA response time standards (<60 seconds)
Qualifications
- High school diploma or equivalent (college degree preferred)
- Minimum 6 months customer service experience
- Excellent typing skills (60+ WPM with 95% accuracy)
- Proficiency in G Suite and CRM platforms
- Strong problem-solving abilities under pressure
- Empathetic communication style with emotional intelligence
- Ability to multitask across 3-4 concurrent chats
- Available for flexible shifts including weekends