Chat Support Specialist

Job Overview

PTS Expeditionary Communications is seeking a customer-focused and highly motivated Remote Chat Support Specialist to join their support team. This role involves serving as the first point of contact for customers, providing timely and professional assistance through live chat and other digital communication channels. The ideal candidate should have previous experience in customer service, chat support, or a related field.

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 role requires excellent communication skills, strong problem-solving abilities, 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.
• Stay informed about company products, services, promotions, and internal procedures.
• 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.
• 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.

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.

Work Environment

This is a fully remote position requiring a professional home office, reliable high-speed internet, and the ability to communicate effectively through chat, email, video conferencing, and collaboration platforms. The successful candidate must be self-motivated, dependable, and capable of working independently while contributing to a collaborative remote team.

Locations

Los Angeles