Job Description
Are you a problem solver with a passion for customer satisfaction?
We are seeking a dedicated and empathetic Chat Support Specialist to join our dynamic team in San Jose. As an immediate hire opportunity, this role is perfect for candidates looking to start their career in tech support or for experienced professionals seeking a stable, high-impact position. You will be the voice and face of our brand, guiding customers through technical solutions with patience and expertise.
Why Join Us?
• Immediate Start: Begin making an impact from day one.
• Competitive Pay: $18 - $22/hour based on experience.
• Modern Tech Stack: Work with industry-leading CRM and chat tools.
• Growth Opportunities: Clear pathways for career advancement within the company.
Don't miss this chance to elevate your career in customer support. Apply today!
Responsibilities
- Manage Live Chat Interactions: Respond to customer inquiries in real-time via live chat platforms with a focus on speed and accuracy.
- Troubleshoot Technical Issues: Diagnose and resolve product or service-related problems using a step-by-step guide and technical knowledge.
- Customer Empathy: Demonstrate active listening skills to understand customer frustrations and de-escalate tense situations professionally.
- Documentation: Accurately document all interactions, resolutions, and customer feedback in the internal CRM system.
- Product Knowledge: Stay up-to-date with product updates and FAQs to provide accurate information to diverse customer bases.
- Collaboration: Coordinate with backend technical teams to escalate complex issues and ensure timely follow-up.
- Quality Assurance: Meet or exceed performance metrics including Average Handle Time (AHT) and First Contact Resolution (FCR).
Qualifications
- Experience: Minimum of 1 year of experience in customer service or technical support (remote or in-office).
- Communication: Exceptional written communication skills with a focus on grammar, tone, and clarity.
- Typing Speed: Minimum of 45-50 WPM with high accuracy.
- Technical Proficiency: Comfortable navigating multiple windows and software applications simultaneously.
- Education: High School Diploma or GED required; Associate’s degree in a related field is a plus.
- Availability: Must be available to work flexible shifts, including evenings, weekends, and holidays.
- Tools: Familiarity with Zendesk, Intercom, or similar helpdesk software is preferred.