Job Description
Join our innovative team at TechFlow Solutions, a leader in SaaS customer experience, as a Full-Time Chat Support Specialist. Based in the heart of San Jose, you'll be the first point of contact for our global clientele, delivering exceptional digital support through our cutting-edge chat platform. Enjoy a collaborative environment with competitive benefits, professional development opportunities, and the chance to shape the future of customer interaction technology.
Responsibilities
- Provide real-time chat support to resolve technical inquiries and product issues
- Maintain accurate documentation of customer interactions and resolutions
- Collaborate with engineering teams to escalate complex technical bugs
- Contribute to knowledge base articles and customer self-service resources
- Monitor chat queues with <5-second response time targets
- Participate in weekly training sessions on product updates and support protocols
- Identify upsell opportunities for premium service tiers
Qualifications
- 2+ years of chat-based customer support experience
- Proficiency in Zendesk, Intercom, or similar CRM platforms
- Exceptional written communication skills with 95+ WPM typing accuracy
- Strong problem-solving abilities for technical troubleshooting
- Experience with SaaS products or enterprise software
- Ability to multitask across 3-5 concurrent chat sessions
- Spanish or Mandarin language skills preferred
- Available for flexible shifts including weekends (4x10 schedule)