Job Description
We are currently seeking a dedicated and empathetic Chat Support Specialist to join our growing team in San Jose, CA. If you have a knack for problem-solving and enjoy working independently in a night shift environment, this is your opportunity to advance your career with a leading technology firm.
In this role, you will be the primary point of contact for our clients, providing real-time assistance through our digital chat platform. We pride ourselves on delivering world-class customer experiences, and we are looking for individuals who share that commitment.
Responsibilities
- Monitor and respond to incoming customer inquiries via live chat channels with a focus on speed and accuracy.
- Diagnose and troubleshoot customer issues, providing step-by-step technical guidance when necessary.
- Maintain a positive, empathetic, and professional tone during all digital interactions.
- Document all customer interactions and resolutions accurately within the CRM database.
- Escalate complex or unresolved issues to the Senior Support team or technical department.
- Collaborate with cross-functional teams to improve support processes and product knowledge.
- Adhere to company policies, service level agreements (SLAs), and quality standards.
Qualifications
- High school diploma or GED required; Associate degree in a related field is a plus.
- Minimum of 1-2 years of experience in customer support, technical support, or call center operations.
- Strong written communication skills with impeccable grammar and spelling.
- Must be available to work rotating night shifts (e.g., 10:00 PM - 7:00 AM) including weekends and holidays.
- Typing speed of at least 45 words per minute.
- Basic computer literacy and proficiency with ticketing systems (Zendesk, Intercom, etc.).
- A quiet workspace and a stable, high-speed internet connection are mandatory.