Job Description
Join our award-winning customer experience team as a Chat Support Specialist! We're seeking dedicated night shift professionals to deliver exceptional service through live chat channels. This fully remote opportunity allows you to work from home while supporting customers in Dallas, TX or Florida. Why you'll love this role: Competitive pay, comprehensive training, flexible scheduling, and career advancement opportunities. What we offer: Health benefits, 401k matching, monthly performance bonuses, and a supportive virtual team environment.
As a key member of our 24/7 support ecosystem, you'll resolve complex inquiries, build customer loyalty, and contribute to our industry-leading satisfaction scores. If you're a night owl with exceptional communication skills and a passion for problem-solving, apply today!
Responsibilities
- Provide real-time chat support to resolve customer inquiries across products/services
- Document interactions and update CRM systems with detailed case notes
- Collaborate with technical teams to troubleshoot complex issues
- Maintain performance metrics: 95% response rate, <30s first reply time
- Identify upsell opportunities and cross-reference customer needs
- Participate in weekly training sessions to update product knowledge
- Escalate critical issues to Tier 2 support with detailed context
- Contribute to knowledge base improvements based on recurring queries
Qualifications
- Minimum 1 year customer service experience (chat/voice preferred)
- Typing speed: 50+ WPM with 98% accuracy
- Proficient in CRM software (Zendesk/Salesforce experience a plus)
- Strong problem-solving skills with calm demeanor under pressure
- Reliable high-speed internet and quiet home office setup
- Available for night shifts (10 PM - 6 AM CST)
- Authorized to work in the US (TX/FL residency required)
- Associate degree or equivalent technical certification preferred