[Hiring] Chat Ticketing Support Representative @Leading Edge Connections

Role Description

Join the LEC Family—where connection, fun, and flexibility meet great customer service!

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?

• Support 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!

Qualifications

• 1-3 years call center chat/call/ticketing experience required.
• Technical experience strongly preferred, experience in current CRMs.
• Ability to type 30 wpm with 90% accuracy or above consistently.
• Strong messaging communication skills, active listening abilities.
• Ability to work independently and utilize resources to resolve customer issues.
• Great understanding of text and chat acronyms.
• Have excellent grammar, but also know when to use the lingo.
• Previous work from home experience preferred.
• Committed to meeting client metrics & goals/ability to implement actions for improvement.
• Must have a High School Diploma or equivalent.

Requirements

• Your 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 cores.
• Memory: 8GB on Windows 10 or higher / 10 64 bits.
• Screen Resolution: 1280x768 or higher.
• Dual monitors required (this will ensure you can work efficiently on client systems).
• Reliable High Speed Internet with an ethernet connection.
• USB 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 on the platform and a recent scan completed.
• Must be hardwired to router.
• Firewall must be enabled.

Responsibilities

• Express genuine empathy and concern for your customers' issues and address as if they were your own.
• Answer, evaluate and prioritize requests from customers having questions or experiencing problems with services or products.
• Ability to identify high-risk customer situations and escalate appropriately without hesitation.
• Able to keep up with multiple chats at a time.
• Accurately document all required information and chat details in the ticketing system.
• Respond to and resolve open issues in an appropriate timeframe.
• Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management.
• Ability to multi-task using multiple systems.
• Skillfully change from one task to another without loss of efficiency or composure.
• Be available at your desk, maintaining punctuality and attendance at all scheduled times.
• Remain positive and professional in all customer interactions.
• Flexibility to cross train as requested.

Job Type

• 1099 Contract.
• Seasonal Full-time up to 40 hours and switch to Part-Time-Flex after busy season up to 20-40 hours.
• Paid Training up to $13 per hour.
• Pay: Up to $14-16.00 per hour (base plus bonus structure).
• Must be able to work 40 hours per week during the paid training & busy season.

Work Setting/Perks

• Work from home.
• Experience level: 1-3 years.