Chat Ticketing Support Representative

Leading Edge Connections, LLC is a full-service contact center built around people and performance. Our teams thrive on collaboration, innovation, and heart; because great results come from great people.

Do you love helping others and keeping things running smoothly behind the screen? Are you quick on your keyboard and passionate about delivering top-tier customer experiences? 

Day-to-Day Project Tasks:

• Support customers via chat, email, and phone through Gorgias, Zendesk, and other CRM tools.

• Help fans with orders, password resets, website support, and product troubleshooting.

• Use and maintain macros, tags, and workflows to streamline service.

• Accurately document interactions and follow up on open issues.

• Identify trends or recurring issues and share insights with the team.

• Deliver quick, thoughtful, and empathetic resolutions—ideally on the first contact!

What We’re Looking For:

• Previous CRM experience required (Gorgias or Zendesk a big plus!)

• Strong typing, multitasking, and communication skills.

• Positive, team-oriented attitude—and a love for helping people.

If you’re ready to join a team that values energy, excellence, and connection—apply today and let’s make great customer experiences together!

Qualifications:

• 1-3 years call center chat/call/ticketing experience required
• Technical experience strongly preferred, experience in current CRMs
• Ability to type 30 wpm with 90% accuracy or above consistently
• Strong messaging communication skills, active listening abilities
• Ability to work independently and utilize resources to resolve customer issues
• Great understanding of text and chat acronyms
• Have excellent grammar, but also know when to use the lingo
• Committed to meeting client metrics & goals/ability to implement actions for improvement

· Must have a High School Diploma or equivalent

Responsibilities

• Express genuine empathy and concern for your customers' issues and address as if they were your own
• Answer, evaluate and prioritize requests from customers having questions or experiencing problems with services or products
• Ability to identify high-risk customer situations and escalate appropriately without hesitation
• Able to keep up with multiple tickets at a time
• Accurately document all required information and chat details in the ticketing system
• Respond to and resolve open issues in an appropriate timeframe
• Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management
• Ability to multi-task using multiple systems
• Skillfully change from one task to another without loss of efficiency or composure
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Remain positive and professional in all customer interactions
• Flexibility to cross train as requested

Job Type:
-W2 Employment
-Full-time 40 hours 
-Onsite in Buffalo, NY
Pay: $18 per hour 
Paid training included

Must be able to work 40 hours per week during the paid training & busy season

Experience level:

• 1-3 years