Customer Service Tier 1 Chat Representative (Onsite)

About the role

The Senior Customer Support Chat Specialist (Tier 1) works onsite at the Morrow, GA location, providing fast, empathetic assistance via email and chat. The role focuses on resolving customer inquiries, improving processes, and contributing to a positive customer experience.

Key responsibilities

• Assist customers through email and chat with professionalism, empathy, and urgency.
• Resolve inquiries from start to finish, ensuring a positive impression.
• Identify recurring trends and recommend long‑term improvements.
• Contribute to knowledge articles, support documentation, and self‑service resources.
• Work with support tools, reporting dashboards, and AI‑assisted technology to improve efficiency.
• Collaborate with Operations, Product, Engineering and other teams to resolve issues and share feedback.

Required profile

• Exceptional written and verbal communication skills.
• Strong attention to detail and ability to manage high case volumes.
• Resilience under pressure and ability to handle difficult interactions.
• Eligibility for internal transfer per company mobility policy.
• Completion of required certifications for the support queue.

Required skills

• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to use customer support tools and reporting dashboards.
• Basic knowledge of AI‑assisted support technologies.