Job Description
Join TechConnect Solutions as a Senior Chat Support Specialist and become the voice of innovation for our global tech clients. This fully remote night shift role offers the flexibility to work from anywhere while delivering exceptional customer service through our cutting-edge chat platform. We're seeking passionate individuals in San Jose, CA or Illinois who thrive in fast-paced digital environments and want to grow their career with a forward-thinking company.
As a key member of our support team, you'll troubleshoot complex technical issues, resolve escalated customer inquiries, and contribute to process improvements. We invest heavily in your development through paid certifications, mentorship programs, and career advancement pathways. Enjoy competitive compensation, comprehensive health benefits, and a dynamic remote work culture that values work-life balance.
Responsibilities
- Deliver high-quality technical support via real-time chat for enterprise software products
- Resolve complex customer issues with empathy and precision while meeting SLA targets
- Collaborate with engineering teams to document bugs and enhance product features
- Maintain detailed case documentation in CRM systems for audit and reporting
- Participate in continuous improvement initiatives to streamline support workflows
- Mentor junior support agents during shift overlaps
- Analyze chat metrics to identify recurring issues and suggest proactive solutions
Qualifications
- 3+ years of technical customer support experience with chat-based platforms
- Proficiency in troubleshooting SaaS applications and cloud infrastructure
- Exceptional written communication skills with 60+ WPM typing speed
- Comfortable working independently during night shifts (10 PM - 6 AM PT)
- Experience with Zendesk, Freshdesk, or similar CRM systems
- Strong problem-solving abilities with demonstrated escalation management
- High school diploma or equivalent; relevant certifications a plus
- Must reside in San Jose, CA or Illinois for timezone alignment