Job Description
Join our award-winning customer experience team as a Senior Chat Support Specialist! We're seeking tech-savvy communicators to deliver exceptional remote support from the comfort of your Chicago-area home. Enjoy competitive compensation, flexible scheduling, and career growth opportunities in a dynamic tech environment. Your expertise will directly impact customer satisfaction and retention while working with cutting-edge support tools.
Responsibilities
- Provide real-time chat support to enterprise clients via our proprietary platform
- Resolve technical issues and product inquiries with 95%+ first-contact resolution
- Maintain detailed case documentation in CRM systems
- Collaborate with Tier 2 engineers for complex technical escalations
- Proactively identify upsell opportunities based on customer needs
- Participate in weekly training sessions on product updates
- Meet/exceed performance metrics (CSAT, AHT, FCR)
Qualifications
- 3+ years of remote chat support experience in SaaS/tech industry
- Expertise in Zendesk, Intercom, or similar CRM platforms
- Exceptional written communication with 60+ WPM typing speed
- Ability to multitask across 3-4 concurrent chat sessions
- Strong problem-solving skills with technical aptitude
- Home office setup with reliable high-speed internet
- Experience with ticket management and SLA adherence
- Must reside within 50 miles of Chicago, IL