Job Description
Join our award-winning customer experience team as a Full-Time Remote Chat Support Specialist! We're seeking passionate communicators to deliver exceptional support to New York-based clients from the comfort of your home. Enjoy competitive compensation, comprehensive benefits, and the flexibility of remote work while representing a leading tech innovator.
Why NexusConnect?
- Industry-leading starting salary with performance-based bonuses
- 100% remote work with flexible scheduling
- State-of-the-art home office equipment provided
- Clear career advancement paths into senior support roles
- Collaborative virtual team environment with weekly team-building events
Responsibilities
- Provide real-time chat support to New York clients via our proprietary CRM platform
- Resolve technical inquiries, billing issues, and service escalations with empathy and efficiency
- Maintain detailed documentation of all interactions in our ticketing system
- Collaborate with Tier 2 support teams on complex technical resolutions
- Continuously refine support scripts based on customer feedback trends
- Meet/exceed SLA targets for response time (under 90 seconds) and CSAT scores (95%+)
Qualifications
- Minimum 2 years of live chat or digital customer support experience
- Proven track record in high-volume chat environments (50+ concurrent chats)
- Expert knowledge of CRM platforms (Zendesk/Salesforce preferred)
- Exceptional written communication skills with NYC-area cultural awareness
- Ability to multitask across multiple chat threads without compromising quality
- Home office setup with reliable high-speed internet (minimum 50 Mbps)
- Availability to work rotating shifts including evenings/weekends as needed