Job Description
Join TechConnect Solutions' award-winning support team as a Senior Chat Support Specialist! We're seeking passionate communicators to deliver exceptional customer experiences through real-time chat channels. This full-time role offers competitive compensation, comprehensive benefits, and growth opportunities in our San Jose headquarters.
As a key member of our Customer Experience team, you'll resolve complex technical issues while building lasting client relationships. Our collaborative environment includes mentorship programs, quarterly performance bonuses, and access to cutting-edge training resources.
Responsibilities
- Deliver prompt, empathetic support via live chat, email, and social media channels
- Resolve technical inquiries related to software products and services
- Document cases meticulously in CRM systems with detailed resolution notes
- Collaborate with engineering teams to escalate unresolved technical issues
- Maintain 95%+ customer satisfaction score with first-contact resolution targets
- Participate in weekly knowledge base updates and training sessions
- Monitor chat volume and adjust availability to meet service level agreements
Qualifications
- 3+ years of customer support experience in tech industry
- Exceptional written communication skills with 70+ WPM typing speed
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Strong problem-solving abilities with technical troubleshooting aptitude
- Experience working in remote or hybrid support environments
- Spanish bilingual certification preferred
- Associate degree in IT or related field