Chat Ticketing Support Representative

Day-to-Day Project Tasks

• Support customers via chat, email, and phone through Gorgias, Zendesk, and other CRM tools.
• Help fans with orders, password resets, website support, and product troubleshooting.
• Use and maintain macros, tags, and workflows to streamline service.
• Accurately document interactions and follow up on open issues.
• Identify trends or recurring issues and share insights with the team.
• Deliver quick, thoughtful, and empathetic resolutions—ideally on the first contact!

What We’re Looking For

• Previous CRM experience required (Gorgias or Zendesk a big plus!)
• Strong typing, multitasking, and communication skills.
• Positive, team-oriented attitude—and a love for helping people.

Qualifications

• 1-3 years call center chat/call/ticketing experience required
• Technical experience strongly preferred, experience in current CRMs
• Ability to type 30 wpm with 90% accuracy or above consistently
• Strong messaging communication skills, active listening abilities
• Ability to work independently and utilize resources to resolve customer issues
• Great understanding of text and chat acronyms
• Have excellent grammar, but also know when to use the lingo
• Committed to meeting client metrics & goals/ability to implement actions for improvement
• Must have a High School Diploma or equivalent

Responsibilities

• Express genuine empathy and concern for your customers' issues and address as if they were your own
• Answer, evaluate and prioritize requests from customers having questions or experiencing problems with services or products
• Able to identify high-risk customer situations and escalate appropriately without hesitation
• Able to keep up with multiple tickets at a time
• Accurately document all required information and chat details in the ticketing system
• Respond to and resolve open issues in an appropriate timeframe
• Able to identify trends related to systems, platforms and/or customers and escalate appropriately to management
• Able to multi-task using multiple systems
• Skillfully change from one task to another without loss of efficiency or composure
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Remain positive and professional in all customer interactions
• Flexibility to cross train as requested