Job Description
Join our award-winning customer experience team as a Full-Time Chat Support Specialist in San Jose! We're seeking tech-savvy communicators to deliver exceptional digital customer service through live chat. This role includes comprehensive paid training, making it perfect for career changers or recent graduates. Work in our modern downtown office while resolving complex customer issues with empathy and efficiency. Enjoy competitive benefits, career advancement opportunities, and a collaborative culture that values your growth.
Responsibilities
- Deliver real-time support via live chat for high-value tech clients
- Resolve complex technical issues and troubleshoot software/hardware problems
- Maintain detailed case documentation in CRM systems
- Collaborate with engineering teams to escalate critical issues
- Proactively identify upsell opportunities for premium services
- Contribute to knowledge base improvements and training materials
- Meet/exceed customer satisfaction and resolution time metrics
Qualifications
- High school diploma or equivalent; bachelor's degree preferred
- 1+ years customer service experience, chat support preferred
- Exceptional written communication skills with professional tone
- Proficiency in CRM platforms (Salesforce, Zendesk)
- Ability to multitask across 5-7 concurrent chat sessions
- Basic technical troubleshooting knowledge (OS, browsers, connectivity)
- Must pass background check and drug screening
- Authorized to work in the United States