Job Description
Join our award-winning customer support team at NexusConnect Solutions, a leading tech innovator based in Philadelphia. We're seeking dynamic Chat Support Specialists to deliver exceptional digital customer experiences. This contract role offers immediate start and flexible hours while working remotely with our Philadelphia-based team. You'll be at the forefront of customer engagement, resolving inquiries with speed and empathy while contributing to a culture of continuous improvement. Perfect for tech-savvy communicators looking to make an immediate impact.
Responsibilities
- Resolve customer inquiries via real-time chat with average response time < 90 seconds
- Document interactions in CRM systems while maintaining 100% accuracy
- Collaborate with Tier 2 teams on technical escalations using internal protocols
- Identify process improvement opportunities and contribute to knowledge base updates
- Maintain 95%+ customer satisfaction score through personalized solutions
- Participate in bi-weekly training on product updates and communication best practices
- Adhere to PCI compliance standards when handling sensitive customer data
Qualifications
- Minimum 1 year customer support experience in digital channels (chat/email)
- Exceptional typing speed (60+ WPM) with 98% accuracy
- Proficient in Zendesk, Intercom, or similar CRM platforms
- Strong problem-solving abilities with tech troubleshooting aptitude
- Excellent written communication with professional tone in all interactions
- Ability to multitask across 3-4 concurrent chat sessions
- High school diploma or equivalent; college degree preferred
- Available for immediate start and flexible scheduling including weekends