Job Description
Join ConnectHub Solutions as a Senior Chat Support Specialist and revolutionize how businesses interact with customers! We're seeking empathetic tech-savvy professionals to deliver exceptional support through our real-time chat platform. Enjoy competitive compensation, comprehensive benefits, and 100% remote flexibility while working with innovative brands. This full-time role offers growth opportunities into customer success and team leadership positions.
Responsibilities
- Provide real-time chat support to resolve technical inquiries, billing issues, and product questions
- Document interactions using CRM systems and maintain detailed case notes
- Collaborate with engineering teams to escalate complex technical issues
- Mentor junior support agents on best practices and product knowledge
- Analyze chat transcripts to identify process improvements and training gaps
- Monitor chat queues to maintain response time SLAs (under 90 seconds)
- Contribute to knowledge base articles and troubleshooting guides
Qualifications
- 3+ years of customer support experience in chat/email/voice channels
- Proficiency with CRM tools (Zendesk, Salesforce, or similar)
- Exceptional written communication and multitasking abilities
- Experience working in remote/hybrid environments
- Strong problem-solving skills with technical aptitude
- Ability to work flexible hours including weekends (rotating schedule)
- High school diploma or equivalent; associate degree preferred