Chat Support Agent

Granite State Manufacturing (GSM) is a small business contract manufacturer providing complete in-house capabilities, including machining, US Navy-certified welding, wiring, assembly, and testing. GSM-built equipment is on every US Navy submarine. From prototype to production runs, GSM has the technical depth, program management, and manufacturing expertise to deliver performance-critical solutions. GSM has 5-axis machining up to 33ft long or 82in diameter and welding up to 35,000lbs.

About The Role

As a Chat Support Agent in our Administrative department, you will play a pivotal role in ensuring exceptional customer experiences via instant messaging platforms. This hourly, full-time position requires individuals who are comfortable multitasking, have excellent written communication skills, and can resolve inquiries efficiently while maintaining a professional and friendly tone. If you thrive in a fast-paced environment and are passionate about delivering outstanding support, this is the perfect role for you.

What You'll Do

• Respond to customer inquiries promptly and effectively via chat platforms.
• Provide accurate and helpful information to resolve queries and issues.
• Work closely with internal departments to ensure customer concerns are addressed swiftly.
• Maintain detailed and accurate records of customer interactions.
• Identify patterns or recurring issues to recommend process improvements.
• Deliver a professional and friendly customer experience while meeting or exceeding service level targets.
• Adhere to internal protocols and guidelines to uphold company standards in communication.
  
  

Qualifications

• Fluent in English, with excellent written communication skills.
• Proven experience in a customer service or support role is preferred.
• Strong problem-solving abilities with a high level of attention to detail.
• Comfortable using chat tools, CRM systems, and other relevant technology.
• Ability to multitask and work effectively in a fast-paced environment.
• Willingness to work flexible hours to accommodate varying customer needs.
• A customer-centric attitude with a passion for delivering exceptional service.
  
  

MUST BE AUTHORIZED TO WORK IN THE UNITED STATE OF AMERICA

The Pay Range For This Role Is

20.16 - 32.12 USD per hour(Remote (Buffalo, New York, US))