Job Description
Join NexusConnect Solutions' elite remote team as a Senior Chat Support Specialist in Seattle! We're revolutionizing digital customer engagement with AI-powered platforms, and we need your exceptional communication skills to drive success. This 100% remote role offers competitive compensation, flexible scheduling, and comprehensive benefits including health insurance and 401K matching. Be part of a forward-thinking company that values work-life balance and career growth.
Responsibilities
- Deliver real-time text-based support via our proprietary chat platform to resolve customer inquiries within 90 seconds
- Collaborate with engineering teams to escalate complex technical issues and improve chatbot workflows
- Maintain detailed case documentation in Salesforce with 100% accuracy
- Proactively identify upsell opportunities during customer interactions
- Participate in weekly training sessions on new product features
- Analyze chat transcripts to identify service gaps and suggest process improvements
Qualifications
- 3+ years of experience in high-volume chat or text-based customer support
- Proven ability to de-escalate sensitive situations through written communication
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional typing speed (70+ WPM) with 98% accuracy
- Self-motivated with demonstrated ability to work independently in remote environments
- Associates degree in Communications or related field
- Experience with Zendesk or similar support tools