Chat Ticketing Support Representative

Leading Edge Connections, LLC.; Buffalo (NY); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Paid training

Onsite in Buffalo, NY

Job summary

Leading Edge Connections, LLC. seeks a Chat Ticketing Support Representative for our Buffalo, NY team. You will handle customer inquiries via chat, email, and phone using Gorgias and Zendesk, aiming for first-contact resolutions.

Requirements include 1–3 years in a call center, strong typing (30 wpm), CRM experience, excellent written communication, and the ability to multitask in a fast-paced environment. Onsite role with paid training.

Qualifications

• 1-3 years of call center chat/call/ticketing experience required.
• CRM experience with Gorgias or Zendesk is a big plus.
• Must type at least 30 wpm with high accuracy.
• Strong messaging and active listening skills.
• Ability to work independently and resolve issues with available resources.
• Excellent grammar, and ability to adapt messaging style as needed.
• Committed to meeting client metrics and continuous improvement.

Responsibilities

• Express genuine empathy and address customer issues as if they were your own.
• Answer, evaluate and prioritize customer requests for services or products.
• Identify high-risk situations and escalate appropriately.
• Manage multiple tickets simultaneously and document details in the system.
• Document all required information and chat details in the ticketing system.
• Respond to and resolve open issues within agreed timeframes.
• Identify trends in systems or customers and escalate to management.
• Multi-task using multiple systems without losing efficiency.
• Switch between tasks smoothly while staying productive.
• Be present at your desk with punctuality and attendance.
• Maintain a positive, professional demeanor in all interactions.
• Cross-train as needed to support the team.

Skills

CRM experience

Typing 30 wpm

Call center/ticketing

Multitasking

Strong communication

Team player

Education

High School Diploma or equivalent

Tools

Gorgias

Zendesk

Job description

Chat Ticketing Support Representative - Buffalo, NY Join the LEC Family—where connection, fun, and flexibility meet great customer service!

Leading Edge Connections, LLC is a full-service contact center built around people and performance. Our 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 Tasks:

• Support customers via chat, email, and phone through Gorgias, Zendesk,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 For:

• Previous CRM experience required (Gorgias or Zendesk a big plus!)
• Strong typing, multitasking, and communication skills.
• Positive, team-oriented attitude—and a love for helping people.

If you’re ready to join a team that values energy, excellence, and connection—apply today and let’s make great customer experiences together!

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
• Committed to meeting client metrics & goals/ability to implement actions for improvement

Must have a High School Diploma or equivalent

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 escalation appropriately without hesitation
• Able to keep up with multiple ticketsat 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 escalation 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:

• W2 Employment
• Full-time 40 hours
• Onsite in Buffalo, NY

Pay: $18 per hour
Paid training included

Must be able to work 40 hours per week during the paid training & busy season

Experience level:

• 1-3 years