Job Description
Join our elite support team in Chicago! We're urgently hiring Chat Support Specialists with immediate start availability. This premium role offers competitive pay, comprehensive benefits, and career growth in a dynamic tech environment. As a key customer advocate, you'll resolve complex issues via live chat while representing industry-leading brands. If you thrive in fast-paced settings and possess exceptional communication skills, this is your golden opportunity to make an immediate impact!
Responsibilities
- Deliver exceptional customer support via live chat with <90-second response times
- Resolve technical inquiries, billing issues, and product concerns efficiently
- Maintain detailed case documentation using Salesforce and Zendesk platforms
- Collaborate with Tier 2 teams to escalate unresolved complex issues
- Meet weekly KPIs for resolution rates (95%+) and CSAT scores (4.8/5)
- Participate in continuous training on new products and support protocols
- Contribute to knowledge base improvements and process optimization
Qualifications
- 2+ years of customer support experience with chat-based platforms
- Minimum 60 WPM typing speed with 99% accuracy
- Proficiency in CRM tools (Salesforce, Zendesk) and ticketing systems
- Associate degree or equivalent technical certification preferred
- Exceptional written communication and problem-solving abilities
- Ability to multitask across 3-4 concurrent chat sessions
- Experience in SaaS, e-commerce, or fintech industries preferred
- Flexible availability including weekend and holiday shifts