Onsite Chat & Email Support Specialist – Level 2

VXI Global Solutions; Sandy Springs (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

VXI Global Solutions in Morrow, GA is seeking a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service on chat and email channels, ensuring accurate and empathetic responses. This 100% onsite role requires handling high-volume inquiries, owning customer outcomes, and collaborating with cross-functional teams to improve processes and knowledge resources.

Ideal candidates will have 3+ years in customer support, 1+ year in Trust and Safety, and strong communication

Qualifications

• 3+ years in Customer Support or related role.
• 1+ years in informal or shadow leadership.
• 1+ years in Trust and Safety.
• Ability to complete required certifications for each support queue.
• Strong written and verbal communication skills.

Responsibilities

• Assist customers through chat and email with professionalism and empathy.
• Resolve inquiries from start to finish while ensuring a positive impression.
• Identify recurring issues and suggest long-term improvements.
• Contribute to knowledge articles and self-service resources.
• Collaborate with Operations, Product, and Engineering to resolve concerns.
• Maintain high quality while handling multiple priorities.

Skills

Customer empathy

Written communication

Verbal communication

Time management

Problem solving

Ownership

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Word

Excel

PowerPoint

Outlook

Job description

VXI Global Solutions in Morrow, GA is seeking a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service on chat and email channels, ensuring accurate and empathetic responses. This 100% onsite role requires handling high-volume inquiries, owning customer outcomes, and collaborating with cross-functional teams to improve processes and knowledge resources.

Ideal candidates will have 3+ years in customer support, 1+ year in Trust and Safety, and strong communication