Job Description
Join our award-winning remote team as an Urgent Hire Chat Support Specialist serving Fortune 500 clients in Philadelphia and New York! Enjoy the flexibility of 100% remote work while delivering exceptional customer experiences through our cutting-edge chat platform. This high-impact role offers competitive compensation, comprehensive benefits, and rapid career growth opportunities.
Why You'll Love Working With Us:
- Industry-leading training and certification programs
- Flexible scheduling with core hours (9 AM - 5 PM EST)
- Health, dental, and vision insurance options
- 401(k) with company matching
- Monthly performance bonuses
Responsibilities
- Deliver real-time support via text-based chat for e-commerce and SaaS clients
- Resolve customer inquiries regarding products, orders, and technical issues
- Maintain precise documentation using Zendesk and Salesforce CRM systems
- Collaborate with Tier 2 support on complex technical escalations
- Meet/exceed SLA targets for response time and CSAT scores
- Proactively identify process improvement opportunities
- Participate in weekly team training and knowledge-sharing sessions
Qualifications
- Minimum 2 years customer service or chat support experience
- Exceptional written communication skills with professional tone
- Proficiency in CRM platforms (Zendesk/Salesforce preferred)
- Ability to manage 3-5 concurrent chat sessions efficiently
- US-based high-speed internet connection and dedicated workspace
- Strong problem-solving skills with attention to detail
- Available to work evenings/weekends as needed (rotational schedule)
- Must pass background check and typing assessment (60+ WPM)