Job Description
Join Our Elite Customer Support Team in Austin, TX!
Are you a persuasive communicator with a knack for turning frustrated customers into brand advocates? Austin Digital Solutions is currently seeking a Chat Support Specialist to join our high-performing remote team. If you are looking for a dynamic role with competitive pay and growth opportunities, this is your chance to shine.
In this role, you will be the voice and face of our brand, handling real-time text-based interactions that drive customer satisfaction and retention. We pride ourselves on a modern, inclusive, and fast-paced work environment where your contributions matter immediately.
Responsibilities
- Manage High-Volume Chat Inquiries: Respond to customer messages promptly via live chat platforms, ensuring a response time of under 60 seconds during peak hours.
- Resolve Complex Issues: Diagnose technical or product-related issues through text and provide clear, step-by-step solutions to resolve tickets efficiently.
- Upsell & Cross-Sell: Identify opportunities to recommend premium products or services to enhance the customer experience while adhering to sales targets.
- Maintain Quality Standards: Adhere to company scripts and quality assurance guidelines to ensure every interaction meets our high standards of professionalism.
- Escalation Management: Recognize when a situation requires human intervention and seamlessly escalate complex cases to senior support or management.
- Documentation: Accurately document all customer interactions and solutions within our CRM systems (e.g., Zendesk, Salesforce) for future reference.
Qualifications
- Experience: Minimum of 1 year of experience in customer service, technical support, or chat-based support roles.
- Technical Proficiency: Must be proficient in typing (40+ WPM) and navigating multiple browser windows simultaneously.
- Communication Skills: Exceptional written communication skills with a professional, empathetic, and friendly tone.
- Tools: Familiarity with CRM software, helpdesk ticketing systems, and chat software is highly preferred.
- Education: High school diploma or GED required; Associate’s degree in Business or Communications is a plus.
- Reliability: Stable high-speed internet connection and a dedicated workspace required for remote work.