Job Description
Join NexusConnect Solutions as a Remote Chat Support Specialist and become the digital face of our innovative tech platform! We're seeking empathetic communicators to provide exceptional customer support via chat during night shifts (11 PM - 7 AM PT). This fully remote role offers the flexibility of working from home while making a real impact on customer satisfaction.
As a key member of our Customer Experience team, you'll troubleshoot technical issues, resolve billing inquiries, and guide users through our platform's features. We invest in your growth with comprehensive training and career advancement opportunities in a dynamic, inclusive environment.
Responsibilities
- Deliver real-time chat support for technical troubleshooting and product inquiries
- Resolve customer issues with empathy and efficiency while maintaining SLA targets
- Document interactions in CRM systems and escalate complex cases appropriately
- Collaborate with global teams to improve support processes and knowledge base
- Monitor chat queues during night shifts with proactive engagement
- Identify trends in customer feedback to contribute to product improvements
- Maintain 98% chat availability and 95% CSAT score targets
Qualifications
- 1+ years of customer support experience via chat, email, or social media
- Exceptional written communication skills with 60+ WPM typing accuracy
- Comfortable working night shifts (11 PM - 7 AM PT) in remote setting
- Proficiency with CRM tools (Zendesk/Salesforce) and troubleshooting software
- Ability to multitask in fast-paced digital environments
- High-speed internet connection and quiet home workspace
- Associate degree or equivalent technical certification preferred
- Experience in SaaS or tech industry strongly preferred