Chat Support Specialist

Job Overview

PTS Expeditionary Communications is seeking a customer-focused and highly motivated Remote Chat Support Specialist to join our growing support team. In this role, you will serve as the first point of contact for customers, providing timely and professional assistance through live chat and other digital communication channels. You will resolve customer inquiries, troubleshoot basic issues, provide product information, and ensure every interaction delivers an exceptional customer experience.

If you're excited about this opportunity but don't meet every qualification, we encourage you to apply. You may be an excellent fit for this or other opportunities within our organization. We value individuals who build strong relationships, embrace continuous learning, respect diverse perspectives, act with integrity, and contribute positively to a collaborative team environment.

Position Summary

The Remote Chat Support Specialist is responsible for delivering prompt, accurate, and professional customer support through online chat, email, and other digital platforms. The ideal candidate is an excellent communicator with strong problem-solving skills, exceptional attention to detail, and a passion for helping customers while maintaining a positive brand experience.

Key Responsibilities

• Respond to customer inquiries promptly through live chat, email, and other digital communication channels.
• Provide accurate information regarding products, services, policies, and account-related questions.
• Troubleshoot basic customer issues and resolve concerns efficiently or escalate complex matters when appropriate.
• Document customer interactions accurately within the company's CRM or customer support platform.
• Maintain a high level of professionalism, empathy, and customer satisfaction during every interaction.
• Collaborate with internal departments to resolve customer concerns and ensure timely follow-up.
• Meet established response time, quality assurance, and customer satisfaction goals.
• Identify recurring customer issues and recommend process improvements to enhance the customer experience.
• Stay informed about company products, services, promotions, and internal procedures.
• Perform additional customer support and administrative duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Previous experience in customer service, chat support, help desk, call center, administrative support, or a related role.
• Outstanding written communication skills with proper grammar, spelling, and professionalism.
• Strong multitasking, organizational, and time management abilities.
• Proficiency with Microsoft Office Suite and web-based customer support platforms.
• Ability to type accurately while managing multiple customer conversations.
• Strong problem-solving and critical thinking skills.
• Ability to work independently in a remote environment with minimal supervision.
• Reliable high-speed internet connection and a dedicated home workspace.

Preferred

Associate degree or additional customer service training.

Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, Intercom, or similar customer support software.

Previous experience supporting customers in a remote environment.

Experience meeting customer satisfaction and performance metrics.

Knowledge, Skills, and Abilities

Excellent written communication and interpersonal skills.

Strong customer service orientation with a positive, solution-focused attitude.

Ability to remain calm and professional when handling challenging customer situations.

Exceptional attention to detail and accuracy.

Strong organizational and multitasking abilities.

Ability to quickly learn new products, software, and internal processes.

Commitment to maintaining confidentiality and protecting customer information.

Ability to adapt to changing priorities in a fast-paced environment.

Work Environment

This is a fully remote position requiring a professional home office, reliable high-speed internet, and the ability to communicate effectively through chat, email, video conferencing, and collaboration platforms. The successful candidate must be self-motivated, dependable, and capable of working independently while contributing to a collaborative remote team.

Why Join Us?

Competitive compensation

Comprehensive health, dental, and vision insurance

401(k) with company match (where applicable)

Paid vacation, company holidays, and paid time off

Employee Assistance Program (EAP)

Professional development and career advancement opportunities

Flexible remote work environment

Collaborative and inclusive company culture

Employee recognition and wellness programs

Ongoing training and continuous learning opportunities

PTS Expeditionary Communications is an Equal Opportunity Employer committed to creating an inclusive workplace where diversity is valued and everyone has the opportunity to succeed. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.