Onsite Chat & Email Support Specialist (Level 2)

VXI Global Solutions; Decatur (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

VXI Global Solutions in Morrow, GA seeks a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service and positive customer experiences onsite. You will resolve inquiries with empathy, accuracy, and professionalism while handling multiple priorities across email and chat channels.

The ideal candidate has 3+ years in customer support, strong written/verbal communication, and a proven ability to own outcomes and suggest improvements.

Qualifications

• 3+ years in Customer Support, Customer Experience, Customer Success, or another customer-facing role.
• 1+ years of informal or shadow leaders
• 1+ years of experience in Trust and Safety.
• Exceptional written and verbal communication skills with the ability to explain complex concepts clearly and professionally.
• A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges.
• Strong attention to detail and the ability to identify issues others may overlook under time-sensitive conditions.
• High resilience with the ability to manage large case volumes and difficult customer interactions professionally.

Responsibilities

• Assist customers through e-mail and chat with professionalism, empathy, and urgency.
• Resolve customer inquiries from start to finish while ensuring every interaction leaves a positive impression.
• Respond quickly during high-priority situations and help customers navigate issues with confidence.
• Look beyond resolving today’s issue by identifying recurring trends and recommending long-term improvements.
• Share customer feedback and insights to improve products, services, and the customer journey.
• Help create smoother experiences by contributing to knowledge articles and self-service resources.
• Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes.

Skills

Customer support

Empathy

Written communication

Time management

Problem solving

Decision making

Chat and email channels

Education

High school diploma or GED; Bachelor’s degree preferred

Job description

VXI Global Solutions in Morrow, GA seeks a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service and positive customer experiences onsite. You will resolve inquiries with empathy, accuracy, and professionalism while handling multiple priorities across email and chat channels.

The ideal candidate has 3+ years in customer support, strong written/verbal communication, and a proven ability to own outcomes and suggest improvements.