Job Description
Join our dynamic customer experience team as a Chat Support Specialist in San Jose! We're seeking tech-savvy communicators to deliver exceptional real-time assistance to our global client base. Enjoy competitive compensation, flexible scheduling, and immediate onboarding in our modern downtown office. Perfect for detail-oriented problem-solvers with a passion for digital customer engagement.
Responsibilities
- Provide instant text-based support across multiple chat channels (web, mobile, social)
- Resolve technical issues and product inquiries with clear, concise solutions
- Document interactions accurately in CRM systems for quality assurance
- Collaborate with Tier 2 teams for complex technical escalations
- Maintain 95% customer satisfaction through personalized assistance
- Participate in weekly product knowledge training sessions
- Monitor chat queues during peak business hours
Qualifications
- Minimum 2 years experience in live chat or digital support roles
- Exceptional written communication skills (90+ WPM typing speed)
- Proficiency with Zendesk, Intercom, or similar chat platforms
- Strong troubleshooting abilities for SaaS applications
- Fluency in English; Spanish bilingual preferred
- Ability to multitask across 3+ concurrent chats
- Available for evening/weekend shifts (4 days/week)
- High school diploma or equivalent required