Remote Chat & Email Support Specialist

111 Sign is seeking a responsive customer-focused Remote Chat & Email Support Specialist to handle customer inquiries through live chat and email. This role plays a key part in helping customers with quotes order status product questions and general support all without phone contact ensuring a smooth professional experience from first message to resolution.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via live chat and email
• Provide accurate information about sign/printing products services pricing and turnaround times
• Assist customers with order status updates quote requests and basic troubleshooting
• Escalate complex issues (design disputes billing problems production delays) to the appropriate team or manager
• Maintain a friendly on-brand tone consistent with company voice across all written communication
• Log and track customer interactions in the CRM or helpdesk software
• Follow up with customers to ensure inquiries and issues are fully resolved
• Identify recurring customer questions/issues and report trends to management
• Meet daily/weekly response time and resolution targets
• Maintain confidentiality of customer and order information
• Collaborate with sales production and dispatch teams to resolve customer questions accurately

Qualifications

• High school diploma or equivalent
• 1 years of customer service experience preferably in chat/email support (call center or remote support experience a plus)
• Excellent written communication skills clear professional and typo-free
• Strong reading comprehension and ability to multitask across multiple chat conversations
• Comfortable using helpdesk/CRM software (Zendesk Freshdesk Gorgias or similar) training provided
• Fast accurate typing skills
• Ability to work independently and stay productive in a remote setting
• Patient empathetic approach to handling customer concerns

Required Skills:

Typing