Job Description
Join ConnectSphere Solutions as a Remote Chat Support Specialist and deliver exceptional customer service from the comfort of your home. We're seeking tech-savvy communicators to assist our Houston-based clients during weekend shifts. This role offers the flexibility of remote work while supporting our growing customer base across North Carolina and beyond. You'll be the digital face of our brand, resolving inquiries with speed and empathy while building lasting customer relationships.
Responsibilities
- Respond to customer inquiries via live chat within 60-second response time SLA
- Resolve technical issues, billing questions, and product inquiries using knowledge base resources
- Document all interactions in CRM system with detailed resolution notes
- Collaborate with Tier 2 support teams for complex escalations
- Maintain high CSAT scores through personalized, solution-focused communication
- Proactively identify cross-sell opportunities for premium services
- Participate in weekly training sessions to update product knowledge
Qualifications
- High school diploma or equivalent; college degree preferred
- 2+ years experience in customer service or chat support
- Minimum 45 WPM typing speed with 98% accuracy
- Proficiency in Zendesk, Intercom, or similar chat platforms
- Exceptional written communication skills with professional tone
- Reliable high-speed internet and quiet home office setup
- Ability to work independently during weekend shifts (Sat/Sun 8AM-8PM)
- Basic troubleshooting skills for software/hardware issues