Digital Support Specialist (Chat & Email) Customer Service Representative

Are you a master of the keyboard Do you express yourself better in writing than you do over the phone If you are a fast typer with impeccable grammar and a passion for digital communication welcome home.

We are seeking Digital Support Specialists to join our Non-Voice Support this role you will strictly handle Live Chat Email and SMS support tickets. There is no cold calling and no inbound phone work required. This position is perfect for digitally-native candidates who thrive in a fast-paced multi-screen environment. You will serve as the digital concierge for our customers helping them resolve issues with speed wit and precision.

The Digital Ecosystem: Your Responsibilities

This role requires a unique blend of speed and accuracy. You are not just answering questions; you are managing a digital queue and ensuring our customers feel heard even through a screen.

1. Live Chat Management (Synchronous Support)

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  Multi-Chat Handling: You will be expected to handle up to 3 live chat conversations simultaneously. You must be able to switch contexts instantlytroubleshooting a login issue in Tab 1 explaining a refund policy in Tab 2 and scheduling an appointment in Tab 3.

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  Rapid Response: In the world of chat speed is king. You will aim for a First Response Time of under 30 seconds.

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  Tone Adaptation: You will master the art of Brand Voice. Sometimes you need to be professional and formal; other times a well-placed emoji or GIF is exactly what the customer needs to feel connected.

2. Email Ticket Management (Asynchronous Support)

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  Inbox Zero: You will work through a shared inbox of complex customer queries. These often require research collaboration with other departments and detailed paragraph-form responses.

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  Investigation & Resolution: Unlike chat email allows for deep dives. You will investigate billing discrepancies review account history and draft comprehensive solutions that prevent the back-and-forth ping pong of support emails.

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  Templates & Macros: You will utilize and optimize our library of Saved Replies (Macros). You wont just use them; you will improve them. If you spot a typo or a way to make a template clearer you will have the authority to update it for the whole team.

3. Social Media & SMS Support

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  Public Relations: Occasionally you will assist the marketing team by responding to support-related Direct Messages (DMs) on Twitter Facebook and Instagram.

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  SMS Concierge: Manage our text-based support channel for customers on the go providing short punchy and helpful answers.

Technical Skills & Competencies

To succeed in this role you need more than just a pulse. You need digital dexterity.

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  Typing Speed: Minimum 60 Words Per Minute (WPM) with 95% accuracy. (A typing test will be administered).

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  Writing Prowess: You know the difference between their there and theyre. You understand that punctuation dictates tone. You can explain complex technical concepts in simple easy-to-read sentences.

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  Software Savvy: Familiarity with modern helpdesk tools like Zendesk Intercom LivePerson or Freshdesk is highly preferred. You should be comfortable using Slack for internal team comms.

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  Reading Comprehension: You must be able to read between the lines. Often customers dont know how to ask for what they need. You need to decipher their intent from a few hurried sentences.

A Day in the Life: Digital Edition

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  8:00 AM: Login and open your Command Center (Zendesk Slack Internal Wiki).

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  8:15 AM: Tackle the overnight email queue. You draft 10 detailed responses to clear the backlog.

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  9:30 AM: Shift to Live Chat status. The queue is busy! You pick up 2 chats immediately. One is a shipping inquiry; the other is a product question. You use dual monitors to check the shipping status on one screen while typing a greeting on the other.

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  12:00 PM: Team Lunch (Virtual). You share a funny meme in the #random Slack channel.

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  1:00 PM: Back to Chat. You hit a flow state closing out 15 chats in an hour with a 98% satisfaction rating.

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  3:00 PM: Project Time. You notice we are getting a lot of questions about the new update. You spend 30 minutes writing a new Help Center article to deflect these questions in the future.

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  4:30 PM: Wrap up. You ensure all your tickets are either Solved or Pending with clear notes.

Why This Role is Different

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  Cognitive Challenge: This isnt mindlessly reading a script. Its a strategy game. How efficiently can you solve the puzzle

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  Quiet Workflow: No background noise no headset hair no losing your voice. Just you and your keyboard.

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  Data-Driven: We love data. You will have access to your own personal dashboard showing your response times CSAT scores and volume. If you are competitive you will love trying to beat your own high score.

Compensation Benefits & Perks

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  Salary: $20.00/hour flat rate.

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  Shift Differential: $2.00/hour for evening shifts (after 6 PM) and weekends.

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  Benefits: Full medical/dental/vision package.

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  Remote Stipend: $50/month to cover internet costs.

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  Learning Budget: $500/year to spend on courses (e.g. Coursera Udemy) to improve your skills.

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  Flexible Schedules: We offer 4x10 workweeks (3 days off!) or standard 5x8 schedules.

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  Paid Training: 3 weeks of comprehensive virtual training where we teach you our voice our tools and our product.

How to Apply

If you are ready to ditch the phone and join the future of customer support apply now. Please include a cover letter. (Hint: We treat your cover letter as a writing sample. Show us your personality your grammar and your attention to detail!)

Required Skills:

MS WORDTYPINGCustomer ServiceADMIN