Job Description
Are you an empathetic communicator looking for a rewarding career? Apex Connect Solutions is seeking a dedicated Chat Support Specialist to join our dynamic team in Philadelphia, PA. We pride ourselves on delivering top-tier customer experiences, and we are currently hiring for immediate start positions with night shift availability.
While this role is based in Philadelphia, you will be supporting a diverse range of clients across the United States, including major hubs in Virginia. If you thrive in a fast-paced environment and have a passion for helping others, we want to hear from you.
Responsibilities
- Manage Customer Inquiries: Respond to customer questions and concerns via live chat in a timely, professional, and empathetic manner.
- Troubleshoot Issues: Diagnose and resolve technical problems or service-related issues using established scripts and guidelines.
- Record Keeping: Accurately document all customer interactions and solutions in the CRM system to ensure seamless follow-up.
- Team Collaboration: Communicate effectively with team leads and other support staff to escalate complex issues when necessary.
- Quality Assurance: Adhere to performance metrics and quality standards to maintain high customer satisfaction scores.
- Product Knowledge: Continuously learn and update your knowledge of our products and services to provide accurate information.
Qualifications
- Experience: Minimum 1 year of experience in customer service, call center, or chat support.
- Availability: Must be available to work night shifts (e.g., 10:00 PM - 6:00 AM EST) or rotating shifts.
- Skills: Proven typing speed of 40+ WPM with impeccable grammar and spelling.
- Communication: Excellent written communication skills with the ability to convey complex information clearly.
- Tools: Familiarity with CRM software, Zendesk, or similar support platforms is a plus.
- Reliability: Stable internet connection and a quiet workspace.