Chat Ticketing Support Specialist — Quick, Empathetic Help

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

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.