Leading Edge Connections, LLC.
Chat Support Agent
Leading Edge Connections, LLC., Raleigh, North Carolina, United States, 27601
Job Description: Chat Support Agent - 100% Remote Position
Join the LEC Family—where connection, fun, and flexibility meet great customer service! Leading Edge Connections, LLC is a full-service
virtual contact center
built around people and performance. Our 100% remote teams thrive on collaboration, innovation, and heart—because great results come from great people.
Day-to-Day Project Tasks
Support customers via chat, email, and phone through Gorgias 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 a big plus!)
Strong typing, multitasking, and communication skills.
Positive, team-oriented attitude—and a love for helping people.
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
Previous work from home experience preferred
Committed to meeting client metrics & goals/ability to implement actions for improvement
Must have a High School Diploma or equivalent
Hardware/Software Requirements
Processor: Intel® Core™ i5 5200 Series or greater: all computers must be at least 4-cores with those being performance cores
ex: if you have a 10 core computer with only 2 efficiency cores, then you do not have a 4-core processor.
Please double check your computer setting to ensure you have 4-cores
Memory: 8GB on Windows 10 or higher / 10 64 bits
Screen Resolution: 1280x768 or higher
dual monitors required
(this will ensure you can work efficiently on client systems)
Reliable High Speed Internet with an ethernet connection.
USB headset (noise canceling)
NO Chromebooks, iPads, MacBooks, netbooks, or any type of tablet (Must be a laptop or a desktop)
Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system)
Must be hardwired to router
Firewall must be enabled (Will be checked prior to allowing login to system)
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 elevate appropriately without hesitation
Able to keep up with multiple chats 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 elevate 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
1099 Contract
Seasonal Part-Time-Flex (20+hours)
Full-time (30-40 hours)
Paid Training Up to $13 per hour base plus bonus structure up to $14-16.00 per hour.
Hours: Flex Time, between 20-40 hours per week. Must be able to work 40 hours per week during the paid training.
Work Setting/Perks
Work from home
Experience Level
1-3 years
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virtual contact center
built around people and performance. Our 100% remote teams thrive on collaboration, innovation, and heart—because great results come from great people.
Day-to-Day Project Tasks
Support customers via chat, email, and phone through Gorgias 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 a big plus!)
Strong typing, multitasking, and communication skills.
Positive, team-oriented attitude—and a love for helping people.
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
Previous work from home experience preferred
Committed to meeting client metrics & goals/ability to implement actions for improvement
Must have a High School Diploma or equivalent
Hardware/Software Requirements
Processor: Intel® Core™ i5 5200 Series or greater: all computers must be at least 4-cores with those being performance cores
ex: if you have a 10 core computer with only 2 efficiency cores, then you do not have a 4-core processor.
Please double check your computer setting to ensure you have 4-cores
Memory: 8GB on Windows 10 or higher / 10 64 bits
Screen Resolution: 1280x768 or higher
dual monitors required
(this will ensure you can work efficiently on client systems)
Reliable High Speed Internet with an ethernet connection.
USB headset (noise canceling)
NO Chromebooks, iPads, MacBooks, netbooks, or any type of tablet (Must be a laptop or a desktop)
Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system)
Must be hardwired to router
Firewall must be enabled (Will be checked prior to allowing login to system)
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 elevate appropriately without hesitation
Able to keep up with multiple chats 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 elevate 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
1099 Contract
Seasonal Part-Time-Flex (20+hours)
Full-time (30-40 hours)
Paid Training Up to $13 per hour base plus bonus structure up to $14-16.00 per hour.
Hours: Flex Time, between 20-40 hours per week. Must be able to work 40 hours per week during the paid training.
Work Setting/Perks
Work from home
Experience Level
1-3 years
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