Job Description
Join our award-winning customer experience team as a Chat Support Specialist in sunny Jacksonville, FL! We're seeking tech-savvy communicators to deliver exceptional support via live chat. Enjoy competitive pay, comprehensive benefits, and a vibrant hybrid work environment. Help us innovate digital customer service while advancing your career with Fortune 500 exposure.
Responsibilities
- Resolve complex customer inquiries via live chat with 95%+ satisfaction rate
- Maintain detailed case documentation in Salesforce CRM
- Collaborate with Tier 2 engineers for technical escalations
- Proactively identify process improvement opportunities
- Train new agents on chat protocols and product knowledge
- Support peak hours with flexible scheduling availability
Qualifications
- 2+ years B2B chat support experience in SaaS/tech
- 80+ WPM typing speed with 98% accuracy
- Advanced proficiency in Zendesk and Salesforce
- CCXP or HDI certification preferred
- Deep knowledge of cybersecurity best practices
- Ability to resolve 15+ cases per shift
- Spanish fluency a significant plus