Job Description
Join our award-winning customer support team as a Chat Support Specialist! We're seeking tech-savvy communicators to deliver exceptional service through our digital chat channels. This weekend-focused remote position offers the perfect blend of work-life balance and career growth. Enjoy flexible weekend schedules while making a tangible impact on customer satisfaction. Our Charlotte-based team provides comprehensive training and a supportive virtual environment designed for remote success.
As a key member of our digital-first support ecosystem, you'll resolve inquiries with speed and precision while building lasting customer relationships. We value your expertise and invest in your development through ongoing skills workshops and career advancement opportunities.
Responsibilities
- Provide real-time text-based customer support via chat platform for technical and billing inquiries
- Maintain detailed case documentation and knowledge base contributions
- Collaborate with cross-functional teams to resolve complex issues
- Meet/exceed quality metrics (response time, CSAT, resolution rate)
- Identify process improvement opportunities and escalate critical issues
- Participate in weekend rotational shifts (Sat/Sun 8am-8pm EST)
- Complete monthly product training certifications
Qualifications
- Minimum 1 year customer service experience via chat/email/phone
- Exceptional written communication skills with professional tone
- Proficient in CRM tools (Zendesk/Salesforce preferred)
- Ability to multitask across 3-4 chat conversations simultaneously
- High-speed home internet with quiet workspace
- US work authorization and reliable technology setup
- Experience with troubleshooting common tech issues
- Availability for weekend shifts (8am-8pm EST)