Job Description
Are you a detail-oriented problem solver with a passion for helping others? Apex Support Solutions is currently seeking a dedicated Chat Support Specialist to join our remote team in Phoenix, Arizona. In this role, you will be the primary point of contact for our clients, providing exceptional service during our high-volume night shift.
We are looking for individuals who thrive in a fast-paced environment and can deliver top-tier customer experiences through clear, empathetic, and accurate written communication.
What You Will Do:
- Handle High-Volume Inquiries: Engage with customers via live chat to resolve issues, answer questions, and provide product information.
- Troubleshoot & Solve: Diagnose technical or service-related problems and implement effective solutions promptly.
- Maintain Quality Standards: Adhere to strict service level agreements (SLAs) to ensure high customer satisfaction scores (CSAT).
- Documentation: Accurately log interactions and resolutions into the CRM system for future reference.
- Team Collaboration: Communicate effectively with team leads and technical departments to escalate complex issues.
Who We Are Looking For:
- Reliability: Must be available for night shifts, weekends, and holidays as required.
- Communication: Exceptional written English skills with a professional and friendly tone.
- Experience: Previous experience in customer support or technical assistance is highly preferred.
- Skills: Proficient in navigating multiple software applications and typing at least 40 WPM.
Why Apply?
Join a forward-thinking company that values its employees. We offer competitive pay, comprehensive training, and a supportive work culture.
Responsibilities
- Respond to customer inquiries via live chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues to provide accurate solutions.
- Maintain a high level of customer satisfaction (CSAT) scores.
- Document all interactions and resolutions in the CRM system.
- Collaborate with the technical team to escalate complex issues.
Qualifications
- High school diploma or equivalent required.
- Proven experience in customer service or technical support.
- Excellent typing speed (minimum 40 WPM).
- Reliable internet connection and home office setup.
- Ability to work rotating night shifts and weekends.