Job Description
Are you a people-person with a knack for solving problems? Apex Support Solutions is looking for a dedicated Part-Time Chat Support Specialist to join our growing team in Austin, TX. We provide exceptional customer service experiences and are seeking individuals ready to make an impact immediately.
In this role, you will serve as the first point of contact for our clients, assisting them via live chat with inquiries, technical troubleshooting, and product information. We value flexibility and are looking for candidates who can thrive in a fast-paced, remote-first environment.
Responsibilities
- Deliver Exceptional Service: Provide prompt and professional assistance to customers via live chat, addressing technical issues and product inquiries with empathy and efficiency.
- Resolve Issues: Diagnose and troubleshoot customer problems using standard operating procedures and escalate complex issues to senior support staff when necessary.
- Documentation: Accurately log all customer interactions, resolutions, and feedback into our CRM system to maintain a comprehensive support history.
- Upsell & Cross-sell: Identify opportunities to recommend relevant products or services to enhance the customer experience.
- Collaboration: Work closely with the product and engineering teams to communicate recurring user issues and suggest improvements.
- Performance Metrics: Maintain a high Customer Satisfaction Score (CSAT) and adhere to all quality assurance standards.
Qualifications
- Experience: Previous experience in customer support, technical support, or a related field is preferred.
- Communication: Excellent written communication skills with a focus on grammar, tone, and clarity.
- Technical Proficiency: Basic computer literacy and the ability to learn new software quickly.
- Typing Speed: High typing speed (40+ WPM) and accuracy are essential for chat support roles.
- Tools: Familiarity with live chat software (e.g., Zendesk, Intercom) or CRM systems is a plus.
- Availability: Ability to work flexible hours, including evenings and weekends, to meet business demands.
- Setup: A reliable home office setup with high-speed internet is required.