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.

QUALIFICATIONS

• Proficiency in English with excellent written and verbal communication skills.
• Previous experience in a customer service or support role, preferably within a live chat environment.
• Strong typing skills and the ability to handle multiple chat conversations simultaneously.
• Ability to work both independently and collaboratively as part of a team.
• Proven problem-solving skills with a focus on delivering effective solutions.
• Strong organizational skills and attention to detail.
• Flexibility to work various shifts, including evenings and weekends, as needed.
• Familiarity with CRM software and basic technical troubleshooting is a plus.
• A positive and professional attitude with a commitment to delivering exceptional customer experiences.

ABOUT THE ROLE

We are seeking a highly motivated and customer-oriented Live Chat or Tele Chat Support Agent to join our dynamic Administrative team. In this full-time, hourly position, you will play a key role in ensuring seamless communication and exceptional support for our customers. You will be responsible for providing prompt and professional assistance via live chat or tele chat, addressing customer inquiries, resolving issues, and fostering a positive customer experience. As a representative of our brand, your proficiency in the English language and attentiveness will be crucial to successfully carrying out this role.

WHAT YOU’LL DO

• Respond to customer inquiries and concerns promptly through live chat or tele chat in a courteous and professional manner.
• Troubleshoot and resolve customer issues, escalating cases to the appropriate department when necessary.
• Provide accurate and detailed information about products, services, or policies to customers.
• Maintain a high level of product knowledge to assist customers effectively.
• Document and update customer interactions and feedback in the company’s CRM system.
• Work collaboratively with other teams to ensure a seamless and efficient resolution of customer concerns.
• Meet or exceed performance metrics, including response times and customer satisfaction scores.
• Actively listen to customer needs and provide solutions tailored to their specific requirements.
• Stay current with company updates, promotions, and process changes.
• Uphold and promote the company’s values while interacting with customers.