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 home office. You'll be the digital face of our brand, resolving complex inquiries via live chat while driving customer loyalty through personalized solutions. Enjoy competitive pay, comprehensive benefits, and a flexible remote schedule with Austin-based mentorship opportunities.
Responsibilities
- Resolve customer inquiries via real-time chat with average response time <60 seconds
- Master product knowledge to troubleshoot technical issues for SaaS platforms
- Document interactions using Zendesk with 95%+ accuracy in case resolution
- Collaborate with Tier 2 engineers to escalate complex technical problems
- Identify upsell opportunities and cross-reference CRM data for personalized recommendations
- Maintain 95%+ customer satisfaction score through empathetic communication
- Participate in weekly team training on new product features
Qualifications
- 3+ years experience in live chat support or digital customer service
- Proficiency in CRM systems (Zendesk/Salesforce) and chat platforms
- Exceptional written communication with ability to convey complex concepts simply
- Technical aptitude for troubleshooting software, connectivity, and browser issues
- Self-motivated with proven ability to work independently in remote environments
- Associate degree or equivalent technical certification preferred
- Available to work flexible shifts including weekends/holidays
- Typing speed 60+ WPM with 99% accuracy