Job Description
Join our award-winning customer experience team as a Local Chat Support Specialist in New York City! We're hosting an exclusive hiring event to fill multiple full-time positions for tech-savvy individuals passionate about delivering exceptional remote support. At NexusConnect Solutions, we empower local talent to build global careers with competitive benefits, growth opportunities, and a dynamic work culture. Perfect for bilingual professionals or those seeking to enter the tech support field.
Why Join Us?
- Competitive hourly rate + performance bonuses
- Comprehensive health benefits (Day 1)
- Flexible remote/hybrid work options
- Tuition reimbursement for tech certifications
- Annual team retreats and NYC-based events
Responsibilities
- Provide real-time chat support to global clients via our proprietary CRM platform
- Resolve technical issues, billing inquiries, and service disruptions within SLA targets
- Document cases accurately using Zendesk and maintain detailed knowledge base entries
- Collaborate with Tier 2 engineers for complex technical escalations
- Mentor new hires during onboarding sessions
- Participate in monthly training to master new products and compliance protocols
- Monitor chat volume metrics and suggest process improvements
Qualifications
- High school diploma or equivalent (Bachelor's preferred)
- 6+ months customer service or technical support experience
- Proficiency in CRM platforms (Zendesk, Salesforce)
- Exceptional written communication skills in English
- Ability to type 60+ WPM with 95% accuracy
- Strong problem-solving abilities with technical aptitude
- Available to work rotating shifts including weekends
- NYC residency required (proof of address needed)