Job Description
Join our elite customer support team in Charlotte, NC! We're urgently hiring talented Chat Support Specialists to deliver exceptional digital experiences for our Fortune 500 clients. This high-impact role offers rapid career growth, comprehensive benefits, and the opportunity to master cutting-edge communication technologies. If you thrive in fast-paced environments and possess outstanding problem-solving skills, this is your moment to shine. Our modern downtown office features collaborative workspaces and performance incentives. Apply today and become part of Charlotte's premier support revolution!
Responsibilities
- Deliver real-time chat support across multiple platforms with <90s response times
- Resolve complex technical issues using knowledge bases and diagnostic tools
- Document interactions in CRM systems with 99.5% accuracy
- Collaborate with Tier 2 engineers to escalate unresolved cases
- Maintain 95%+ customer satisfaction scores through personalized solutions
- Participate in bi-weekly training on new products and protocols
- Contribute to process improvement initiatives for team efficiency
Qualifications
- 2+ years in customer support with digital channel expertise
- Proficiency in Zendesk, Intercom, or similar CRM platforms
- Exceptional typing speed (60+ WPM) with zero-error accuracy
- Experience with SaaS products or technical troubleshooting
- Ability to handle 8-10 concurrent chat sessions simultaneously
- Strong emotional intelligence for high-stress scenarios
- Availability for flexible shifts including weekends/holidays