Job Description
Join our award-winning customer experience team as a Full-Time Chat Support Specialist in sunny Jacksonville, FL! We're seeking tech-savvy communicators to deliver exceptional digital support to our global clientele. Enjoy a modern downtown office, comprehensive benefits, and career growth opportunities in a rapidly scaling tech company. Perfect for detail-oriented individuals who thrive in fast-paced digital environments.
What We Offer:
- Competitive salary with quarterly performance bonuses
- 100% company-paid health, dental, and vision insurance
- Flexible hybrid work schedule (3 days remote/2 days office)
- Professional development stipend and certification support
- Modern downtown location with free parking and transit access
Responsibilities
- Provide real-time chat support to resolve customer inquiries within 90-second SLA
- Document interactions in CRM system with detailed resolution notes
- Collaborate with technical teams to escalate complex product issues
- Maintain positive customer satisfaction scores above 95%
- Participate in weekly training on new products and support techniques
- Monitor chat queues during peak hours and adjust response strategies
- Contribute to knowledge base articles to improve self-service options
- Support seasonal campaigns with increased chat volume
Qualifications
- High school diploma or equivalent (college degree preferred)
- 1+ years of customer service experience via digital channels
- Proficient in CRM platforms (Salesforce/Zendesk experience a plus)
- Exceptional written communication with 60+ WPM typing speed
- Ability to multitask across 3-4 concurrent chat conversations
- Strong problem-solving skills with logical troubleshooting approach
- Availability to work flexible shifts including weekends
- Basic technical knowledge of internet connectivity and browsers