Chat Ticketing Support Representative at Leading Edge Connections | Torre
Chat Ticketing Support Representative
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Leading Edge Connections

Chat Ticketing Support Representative

Leading Edge Connections
Emma
Emma
You'll elevate customer experiences and streamline operations in a leading virtual contact center.
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Freelance
Recurrent
Compensation
USD14 - 16/hour
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Remote (for United States residents)
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Emma of Torre.ai
 about 2 months ago

Requirements and responsibilities

About the roleJoin the LEC Family—where connection, fun, and flexibility meet great customer service! Leading Edge Connections, LLC is a full-service virtual contact center built around people and performance. Our 100% remote teams thrive on collaboration, innovation, and heart—because great results come from great people.Do you love helping others and keeping things running smoothly behind the screen? Are you quick on your keyboard and passionate about delivering top-tier customer experiences?Day-to-Day Project TasksSupport customers via chat, email, and phone through Gorgias 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 ForPrevious CRM experience required (Gorgias a big plus!)Strong typing, multitasking, and communication skills.Positive, team-oriented attitude—and a love for helping people.Qualifications1-3 years call center chat/call/ticketing experience requiredTechnical experience strongly preferred, experience in current CRMsAbility to type 30 wpm with 90% accuracy or above consistentlyStrong messaging communication skills, active listening abilitiesAbility to work independently and utilize resources to resolve customer issuesGreat understanding of text and chat acronymsHave excellent grammar, but also know when to use the lingoPrevious work from home experience preferredCommitted to meeting client metrics & goals/ability to implement actions for improvementMust have a High School Diploma or equivalentHardware/Software RequirementsYour own computer (you have the freedom to create your own home office)Processor: Intel® Core™ i5 5200 Series or greater; all computers must be at least 4-cores with those being performance coresMemory: 8GB on Windows 10 or higher / 10 64 bitsScreen Resolution: 1280x768 or higherDual monitors requiredReliable High Speed Internet with an ethernet connectionUSB headset (noise canceling)NO Chromebooks, iPads, MacBooks, netbooks, or any type of tablet (Must be a laptop or a desktop)Up-to-date antivirus software must be installed and a recent scan completed (will be checked prior to allowing login to system)Must be hardwired to routerFirewall must be enabled (will be checked prior to allowing login to system)ResponsibilitiesExpress genuine empathy and concern for your customers' issues and address as if they were your ownAnswer, evaluate and prioritize requests from customers having questions or experiencing problems with services or productsAbility to identify high-risk customer situations and escalate appropriately without hesitationAble to keep up with multiple chats at a timeAccurately document all required information and chat details in the ticketing systemRespond to and resolve open issues in an appropriate timeframeAbility to identify trends related to systems, platforms and/or customers and escalate appropriately to managementAbility to multi-task using multiple systemsSkillfully change from one task to another without loss of efficiency or composureBe available at your desk, maintaining punctuality and attendance at all scheduled timesRemain positive and professional in all customer interactionsFlexibility to cross train as requestedJob Type1099 ContractSeasonal Full-time up to 40 hours and switch to Part-Time-Flex after busy season up to 20-40 hoursTraining & PayPaid Training up to $13 per hourPay: base plus bonus structure; Up to $14-16.00 per hourMust be able to work 40 hours per week during the paid training & busy seasonWork Setting/PerksWork from homeExperience level1-3 years
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