Onsite Chat & Email Support Specialist (Level 2)

VXI Global Solutions; College Park (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

VXI Global Solutions is seeking a Customer Support Specialist, Chat and Email (Level 2) for our Morrow, GA office. You will resolve inquiries via chat and email with empathy, accuracy, and professionalism while balancing multiple priorities.

The role is a middle-tier contributor with ownership of outcomes and opportunities to improve processes through collaboration with Operations, Product, and Engineering to enhance the customer journey. High-quality responses are essential.

Qualifications

• 3+ years in Customer Support, CX, or customer-facing roles.
• 1+ years in informal or shadow leadership.
• 1+ years in Trust and Safety.
• Exceptional written and verbal communication skills.
• Ability to deliver outstanding customer experience and take ownership.
• High resilience handling large case volumes and difficult interactions.
• Ability to complete required certifications for each support queue.

Responsibilities

• Assist customers through e-mail and chat with professionalism, empathy, and urgency.
• Resolve inquiries from start to finish leaving a positive impression.
• Respond quickly during high-priority situations and guide customers confidently.
• Identify recurring trends and recommend long-term improvements.
• Contribute to knowledge articles and self-service resources.
• Collaborate with Operations, Product, and Engineering to resolve issues.

Skills

3+ years experience in CustomerSupport

1+ years informal or shadow leaders

1+ years of Trust and Safety

Exceptional written and verbal comms

Attention to detail

Resilience under high-volume

Ability to learn new tools quickly

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Word

Excel

PowerPoint

Outlook

Job description

VXI Global Solutions is seeking a Customer Support Specialist, Chat and Email (Level 2) for our Morrow, GA office. You will resolve inquiries via chat and email with empathy, accuracy, and professionalism while balancing multiple priorities.

The role is a middle-tier contributor with ownership of outcomes and opportunities to improve processes through collaboration with Operations, Product, and Engineering to enhance the customer journey. High-quality responses are essential.