Job Description
Join our dynamic support team as a Night Shift Chat Support Specialist in Richmond, VA! We're seeking empathetic tech-savvy professionals to deliver exceptional customer experiences through real-time chat channels. This immediate-start role offers competitive pay, flexible scheduling, and comprehensive training. Work in a modern downtown office with free parking and proximity to public transit. Perfect for night owls who thrive in fast-paced digital environments!
Responsibilities
- Resolve customer inquiries via live chat with 95% first-contact resolution rate
- Maintain detailed case documentation in CRM systems with 100% accuracy
- Collaborate with Tier 2 teams for complex technical escalations
- Adhere to SLA targets while maintaining quality KPIs
- Participate in bi-weekly training on product updates and soft skills
- Identify trends and suggest process improvements to reduce average handle time
Qualifications
- High school diploma or equivalent; college degree preferred
- Minimum 1 year customer service experience in digital channels
- Typing speed of 60+ WPM with 98% accuracy
- Proficiency in Zendesk/Salesforce and Microsoft Office Suite
- Ability to multitask across 3-4 concurrent chat windows
- Available for 8-hour shifts between 8 PM - 6 AM
- US work authorization and reliable transportation