Job Description
Join our award-winning customer success team as a Full-Time Chat Support Specialist in Philadelphia! We're seeking tech-savvy communicators to deliver exceptional digital customer experiences through live chat channels. Enjoy comprehensive paid training, career advancement opportunities, and a collaborative environment where your skills shine. No prior experience required – we'll equip you with everything needed to succeed in this remote-friendly role while working from our modern Philadelphia hub.
Why TechConnect Solutions?
- Industry-leading paid training program (4 weeks, fully compensated)
- Clear career path to senior roles and team leadership
- Comprehensive benefits including health insurance, 401k matching, and PTO
- Flexible hybrid work schedule (3 days office, 2 remote)
- Tuition reimbursement for professional development
Responsibilities
- Deliver real-time customer support via live chat across multiple digital platforms
- Resolve technical issues, billing inquiries, and product usage questions
- Maintain detailed case documentation in CRM systems with 99% accuracy
- Collaborate with technical teams to troubleshoot complex issues
- Proactively identify upsell opportunities and cross-sell relevant products
- Meet/exceed performance metrics: CSAT >90%, response time <60s
- Participate in weekly training sessions to refine product knowledge
Qualifications
- High school diploma or equivalent; college degree preferred
- Minimum 50 WPM typing speed with 98% accuracy
- Experience with CRM systems (Salesforce, Zendesk, or HubSpot)
- Exceptional written communication skills with professional tone
- Ability to multitask 3-4 concurrent chats efficiently
- Customer service experience in tech or SaaS industry
- Proficient in Google Workspace and Microsoft Office Suite
- Must pass background check and pre-employment assessment