Job Description
Are you a dedicated problem-solver looking for a role that fits your weekend schedule? Apex Digital Solutions is immediately hiring Chat Support Specialists for our Seattle, WA operations. If you are ready to join a dynamic team and help customers succeed, we want you on board!
As a Chat Support Specialist, you will be the primary point of contact for our clients, providing exceptional service through real-time messaging. We pride ourselves on our high-conversion culture and offer a competitive pay structure for the right talent.
What You’ll Do:
- Engage with customers via live chat to resolve inquiries, troubleshoot issues, and answer questions.
- Deliver a premium customer experience with empathy, patience, and a professional tone.
- Manage multiple chats simultaneously while maintaining high-quality responses.
- Log detailed interactions and solutions in our CRM system to ensure accurate record-keeping.
- Identify trends in customer feedback and communicate them to the product team.
- Collaborate with other support agents and management to improve service protocols.
- Adhere to all company policies, including data privacy and security standards.
Responsibilities
- Respond to customer inquiries via live chat and email within established SLA (Service Level Agreement) timeframes.
- Resolve technical issues and product questions with a high degree of accuracy and patience.
- Identify and escalate complex issues to the senior technical team when necessary.
- Maintain detailed and accurate records of all customer interactions in the CRM system.
- Proactively suggest solutions to enhance the customer experience and reduce repeat contacts.
- Collaborate with cross-functional teams to improve product features based on user feedback.
- Stay updated on company policies, products, and service updates.
Qualifications
- Fluent in English (written and verbal) with a professional tone.
- High school diploma or equivalent required; Associate’s degree preferred.
- Previous experience in customer support or technical helpdesk is a plus but not mandatory for the right candidate.
- Typing speed of at least 40 WPM.
- Reliable internet connection and a dedicated workspace.
- Strong problem-solving skills and the ability to think on your feet.
- Availability to work weekends (Saturday and Sunday).