Job Description
Are you a dedicated problem-solver with a passion for exceptional customer experiences? Apex Digital Solutions is looking for a Full-Time Chat Support Specialist to join our vibrant team in Philadelphia, PA.
In this role, you will serve as the first point of contact for our valued clients, providing real-time solutions through our premium chat platform. We offer a modern, collaborative environment where your communication skills will directly impact our growth and customer satisfaction scores. If you thrive in a fast-paced setting and want to advance your career in customer service technology, we want to meet you.
Why Join Apex Digital Solutions?
- Competitive Pay: $22 - $29/hour based on experience.
- Flexible Schedule: Full-time shifts including evenings and weekends to accommodate your lifestyle.
- Modern Tech Stack: Work with industry-leading CRM and chat tools.
- Career Growth: Clear pathways to Team Lead and Management roles.
Responsibilities
- Manage a high volume of real-time chat inquiries from US-based customers with empathy and efficiency.
- Diagnose and resolve technical and billing issues using our knowledge base and support software (Zendesk/Intercom).
- Escalate complex cases to senior support tiers while maintaining high CSAT scores.
- Document all interactions and resolutions accurately in our CRM system.
- Collaborate with product and engineering teams to provide feedback on common user pain points.
- Maintain a professional and friendly tone that aligns with our brand voice across all chat channels.
Qualifications
- Minimum of 1 year of professional experience in chat support, email support, or customer service.
- Proficiency in English with exceptional grammar, spelling, and typing speed (45+ WPM).
- Strong problem-solving skills and the ability to think critically under pressure.
- Reliable high-speed internet connection and a dedicated workspace.
- Must be authorized to work in the United States.
- Available to work full-time hours, including weekends and holidays as needed.