Job Description
Are you a problem solver with a heart for people?
Apex Tech Solutions is looking for a highly motivated Chat Support Specialist to join our remote team. Based in Phoenix, AZ, but working entirely from home, this full-time role offers the perfect blend of technical support and customer engagement. We are committed to providing a world-class experience for our clients, and we need a dedicated professional to lead that charge.
In this position, you will act as the voice of our brand in the digital space, guiding customers through complex technical issues with patience and expertise. If you are ready to advance your career in a flexible, dynamic environment, apply today.
Responsibilities
- Manage High-Volume Inquiries: Respond to customer messages via live chat with an average response time under 2 minutes, ensuring a seamless support experience.
- Troubleshoot Technical Issues: Diagnose and resolve software, hardware, and account-related issues remotely using a ticketing system.
- Customer Education: Explain technical concepts in simple terms, empowering customers to solve future problems independently.
- Documentation & Reporting: Accurately log every interaction in the CRM, maintaining detailed records of customer feedback and technical notes.
- Quality Assurance: Adhere to strict call/chat scripts and quality guidelines to maintain high CSAT (Customer Satisfaction) scores.
- Collaboration: Work closely with the Product and Engineering teams to report bugs and suggest feature improvements based on user feedback.
Qualifications
- High School Diploma or GED required; Bachelor’s degree preferred.
- Minimum of 1 year of experience in chat support, technical support, or customer service.
- Proven typing speed of 45+ WPM with exceptional grammar and spelling skills.
- Ability to multitask between the chat window and internal tools while maintaining focus.
- Must have a reliable, high-speed internet connection and a quiet, professional home workspace.
- Flexibility to work in rotating shifts to cover US time zones.