Customer Support Specialist (Hybrid)

Job Title: Customer Support Specialist (Hybrid)

Duration:  2 + Months 

Location: Oklahoma City, OK 73114

Pay: $19/hr. on W2

Shift: Monday – Friday, 8:00 AM – 5:00 PM CST

(Must be flexible to work additional hours if needed based on business needs.)

Note:

During training will report to the office 3 days per week.
Post training will work hybrid in office 1 day - on Wednesdays

Job Description: 

Role Overview:

• We are seeking a customer-focused, detail-oriented Customer Support Specialist (Contract) to join our team.
• In this role, you will serve as the initial point of contact for real estate appraisers and inspectors across the U.S. and Canada, providing real-time assistance exclusively through our online chat channels.
• This position focuses on delivering prompt, professional, and friendly Tier-1 support—guiding customers through standard product navigation, answering general software and account inquiries, resolving common functional questions, and escalating advanced technical challenges to our Tier-2 technical specialists.

Key Channel & Workflow Details:

• Channel: 100% Digital Chat Support (no inbound or outbound phone queues). Concurrency: Managing 2–3 simultaneous chat conversations while maintaining high responsiveness and customer satisfaction.
• Triage & Routing: Resolving common questions using internal knowledge base resources and routing complex technical or data-recovery inquiries to dedicated senior technicians.
• Schedule & Shifts: Our support center operates 24/7; contractors will be assigned specific shift schedules.
• Punctuality and shift adherence are essential. 

Key Responsibilities:

• Live Chat Customer Engagement: Deliver prompt, empathetic, and clear written responses to end-users utilizing our proprietary real estate appraisal and inspection platforms.
• First-Contact Resolution & Navigation Assistance: Walk users through basic software features, user account settings, report export steps, and routine workflow questions using internal knowledge bases and product guides.
• Documentation Gap Identification: Identify recurring customer inquiries or workflow topics that lack clear public-facing documentation and flag them for the technical documentation team to draft, update, or expand customer self-service resources.
• Accurate Triage & Escalation: Identify issues requiring deep technical diagnosis (such as database errors, sync conflicts, or advanced operating system faults) and gather necessary details to escalate tickets seamlessly to specialized technical support teams.
• Detailed Interaction Logging: Document all customer chats, issue categories, steps taken, and resolution paths within the CRM/ticketing platform to maintain complete customer records.

Requirements:

Job Qualifications

• 1+ years of customer service experience in a digital, chat-based, or office environment.
• Prior experience using chat support platforms or ticketing systems (e.g., Salesforce Chat, Zendesk, LiveChat) is helpful but not required.
• Key Skills & Competencies:
• Written Communication: Exceptional written English skills, including strong grammar, polite digital etiquette, and the ability to explain workflow steps in simple, natural, and concise terms.
• Typing & Multitasking:
• Proficient typing speed (minimum 45–50+ WPM recommended) with the ability to navigate multiple browser tabs and chat sessions simultaneously.
• Basic Technical Literacy:
• Comfortable with Windows operating systems, web browsers, mobile applications (iOS/Android), and digital searching. Deep technical or IT infrastructure background is not required.
• Problem Solving & Resourcefulness:
• Ability to quickly navigate internal knowledge repositories, product guides, and technical reference material to formulate accurate, unscripted solutions.
• Strong work ethic, reliable attendance, and adherence to assigned shift schedules.