Chat Support Specialist
About The Position
PTS Expeditionary Communications is seeking a customer-focused and highly motivated Remote Chat Support Specialist to join our growing support team. In this role, you will serve as the first point of contact for customers, providing timely and professional assistance through live chat and other digital communication channels. You will resolve customer inquiries, troubleshoot basic issues, provide product information, and ensure every interaction delivers an exceptional customer experience. If you're excited about this opportunity but don't meet every qualification, we encourage you to apply. You may be an excellent fit for this or other opportunities within our organization. We value individuals who build strong relationships, embrace continuous learning, respect diverse perspectives, act with integrity, and contribute positively to a collaborative team environment. The Remote Chat Support Specialist is responsible for delivering prompt, accurate, and professional customer support through online chat, email, and other digital platforms. The ideal candidate is an excellent communicator with strong problem-solving skills, exceptional attention to detail, and a passion for helping customers while maintaining a positive brand experience.
Requirements
- High school diploma or equivalent.
- Previous experience in customer service, chat support, help desk, call center, administrative support, or a related role.
- Outstanding written communication skills with proper grammar, spelling, and professionalism.
- Strong multitasking, organizational, and time management abilities.
- Proficiency with Microsoft Office Suite and web-based customer support platforms.
- Ability to type accurately while managing multiple customer conversations.
- Strong problem-solving and critical thinking skills.
- Ability to work independently in a remote environment with minimal supervision.
- Reliable high-speed internet connection and a dedicated home workspace.
Nice To Haves
- Associate degree or additional customer service training.
- Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, Intercom, or similar customer support software.
- Previous experience supporting customers in a remote environment.
- Experience meeting customer satisfaction and performance metrics.
Responsibilities
- Respond to customer inquiries promptly through live chat, email, and other digital communication channels.
- Provide accurate information regarding products, services, policies, and account-related questions.
- Troubleshoot basic customer issues and resolve concerns efficiently or escalate complex matters when appropriate.
- Document customer interactions accurately within the company's CRM or customer support platform.
- Maintain a high level of professionalism, empathy, and customer satisfaction during every interaction.
- Collaborate with internal departments to resolve customer concerns and ensure timely follow-up.
- Meet established response time, quality assurance, and customer satisfaction goals.
- Identify recurring customer issues and recommend process improvements to enhance the customer experience.
- Stay informed about company products, services, promotions, and internal procedures.
- Perform additional customer support and administrative duties as assigned.
Benefits
- Competitive compensation
- Comprehensive health, dental, and vision insurance
- 401(k) with company match (where applicable)
- Paid vacation, company holidays, and paid time off
- Employee Assistance Program (EAP)
- Professional development and career advancement opportunities
- Flexible remote work environment
- Collaborative and inclusive company culture
- Employee recognition and wellness programs
- Ongoing training and continuous learning opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
