Senior Onsite Chat Support Specialist

SmartRecruiters, Inc.; Morrow (GA); On-site; USD 18,000 - 29,000; Full time

Job summary

VXI Global Solutions is seeking a Senior Customer Support Chat Specialist (Level 1) for an onsite role in Morrow, GA. You will assist customers via email and chat, resolve inquiries end-to-end, and maintain high-quality service while managing multiple priorities.

The ideal candidate will deliver empathetic, accurate support, own issues, and contribute to knowledge bases. This position emphasizes ownership, continuous improvement, and collaboration across teams.

Qualifications

• Meets current tenure and performance eligibility requirements for internal transfer.
• 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, even under time-sensitive conditions.
• High resilience with the ability to manage large case volumes and difficult customer interactions professionally.
• Ability to successfully complete required certifications for each support queue before handling live customer cases.

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 that can improve products, services, and the overall customer journey.
• Help create a smoother experience by contributing to knowledge articles, support documentation, and self-service resources.
• Work with customer support tools, reporting dashboards, and AI-assisted technology to improve efficiency and service quality.
• Identify opportunities to streamline workflows, reduce repetitive tasks, and enhance automation.
• Participate in testing and implementing new tools and processes that improve both the customer and employee experience.
• Partner with Operations, Product, Engineering, and other departments to resolve customer concerns and improve processes.
• Clearly communicate customer issues, reproduce reported problems, and provide detailed feedback to internal teams.
• Serve as the voice of the customer by ensuring customer needs and feedback are shared with decision-makers.
• Take ownership of your work and actively look for ways to make the customer experience better every day.
• Embrace change, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.
• Support a culture of innovation, collaboration, and continuous learning.

Skills

Customer service

Multichannel support

Communication skills

Empathy

Time management

Education

High school diploma or GED

Bachelor's degree preferred

Job description

VXI Global Solutions is seeking a Senior Customer Support Chat Specialist (Level 1) for an onsite role in Morrow, GA. You will assist customers via email and chat, resolve inquiries end-to-end, and maintain high-quality service while managing multiple priorities.

The ideal candidate will deliver empathetic, accurate support, own issues, and contribute to knowledge bases. This position emphasizes ownership, continuous improvement, and collaboration across teams.