CHAT SUPPORT

Job Duties and Responsibilities

• Ensures that all chat messages are read and answered.
• Serves as primary point of contact for customers on chat platforms.
• Assists to effectively complete complicated or unusual customer transactions by providing product and computer transaction knowledge & guidance in terms of customer inquiries
• Collects and catalogs data in the Chat Support Rooms and relays to concerned parties.
• Remains current on all department communications & knowledgeable of policies, procedures & changes
• Process removal of credit card authorizations, complimentary and employee orders same day of receipt
• Resolves issues
• Escalates issues that cannot be resolved through chat
• Provides front-line technical assistance to high profile customers, in a team-driven case management environment
• Performs other functions that may be assigned by the superior from time to time.

Job Specifications

• Bachelor's and Associate Degree in Education, Technical, Computer Science, Associates, Business, Engineering, Finance, Information Technology
• Must have a minimum of 3 months of related work experience
• Must be able to work the week prior to holidays, week of holidays, and week after holidays
• Flexibility to work additional hours and days during peak holiday periods that deviate from regular work schedules
• Recognized ability to work with a sense of urgency
• Demonstrated ability to make decisions, setting standards, holding oneself accountable, being empowered, and relating effectively with a group of diverse individuals