Chat Support Specialist

Job Overview

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.

Position Summary

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.

Key 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.
• Perform additional customer support and administrative duties as assigned.

Qualifications

• 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.
• Able to type accurately while managing multiple customer conversations.
• Strong problem-solving and critical thinking skills.
• Able to work independently in a remote environment with minimal supervision.
• Reliable high-speed internet connection and a dedicated home workspace.

Preferred

• 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.
• Knowledge, Skills, And Abilities:
  • Excellent written communication and interpersonal skills.
  • Strong customer service orientation with a positive, solution-focused attitude.
  • Ability to remain calm and professional when handling challenging customer situations.
  • Exceptional attention to detail and accuracy.
  • Strong organizational and multitasking abilities.
  • Ability to quickly learn new products, software, and internal processes.
  • Commitment to maintaining confidentiality and protecting customer information.
  • Ability to adapt to changing priorities in a fast-paced environment.