Job Description
Join our elite customer experience team as a Full-Time Chat Support Agent in the heart of New York City! We're seeking tech-savvy communicators to deliver exceptional digital support for Fortune 500 clients. This is an immediate start opportunity with competitive pay and growth potential in a dynamic, collaborative environment.
As a Chat Support Agent, you'll be the digital face of our brand, resolving complex customer inquiries through real-time chat while maintaining industry-leading satisfaction scores. If you thrive in fast-paced digital interactions and want to accelerate your career in customer experience, apply today!
Responsibilities
- Deliver instant, empathetic support via live chat for high-volume customer inquiries
- Resolve technical issues, billing questions, and product usage challenges
- Maintain detailed case documentation in CRM systems with 99.9% accuracy
- Collaborate with cross-functional teams to escalate complex technical escalations
- Meet/exceed KPIs for response time (under 45 sec), resolution rate, and CSAT scores
- Proactively identify upsell opportunities for premium services
- Participate in weekly training to master new products and support protocols
Qualifications
- 1+ years experience in digital customer support (chat/email)
- Proven ability to handle 8+ concurrent chat conversations simultaneously
- Expertise in CRM platforms (Zendesk/Salesforce) and ticketing systems
- Exceptional written communication with flawless grammar and spelling
- Strong problem-solving skills for technical troubleshooting
- Ability to work flexible shifts including evenings/weekends
- Proficient in Microsoft Office and browser-based applications
- Must pass background check and typing test (60+ WPM)