Customer Support Specialist (Oklahoma City, OK)

Customer Support Specialist (Oklahoma City, OK)

Agility 360 is seeking a Customer Support Specialist (11 Week Contract) in Oklahoma City, OK responsible for providing Tier-1 customer support to real estate appraisers and inspectors across the U.S. and Canada through digital chat channels. The role focuses on resolving common software, account, and workflow questions, delivering excellent customer service, and escalating advanced technical issues to specialized support teams. Candidates should be customer-focused, detail-oriented, and capable of managing multiple concurrent chat conversations in a fast-paced environment.

Responsibilities

- Provide prompt, professional, and empathetic customer support through live chat.

- Manage 2-3 simultaneous chat conversations while maintaining responsiveness and customer satisfaction.

- Assist users with software navigation and features, account settings and management, report export processes, and general workflow questions.

- Utilize internal knowledge bases and product documentation to resolve customer inquiries.

- Identify recurring customer issues and documentation gaps and communicate them to the documentation team.

- Accurately troubleshoot and triage issues requiring advanced technical support.

- Gather necessary information and escalate complex issues to Tier-2 technical specialists.

- Document customer interactions, issue details, troubleshooting steps, and resolutions within the CRM/ticketing system.

- Maintain high-quality customer service standards and first-contact resolution whenever possible.

Qualifications / Skills

Education & Background

- High school diploma, GED or equivalent required; college degree preferred

Professional Experience

- Minimum 1 year of customer service experience in a chat-based, digital support, or office environment.

- Experience with chat support or ticketing platforms (such as Salesforce Chat, Zendesk, or LiveChat) is preferred but not required.

Skills & Competencies

- Excellent written communication skills with strong grammar, professionalism, and digital etiquette.

- Ability to explain technical or workflow processes clearly and concisely.

- Typing speed of at least 50 WPM with proper grammar required.

- Strong multitasking skills with the ability to manage multiple browser tabs and chat sessions simultaneously.

- Basic technical proficiency with Windows operating systems, Web browsers, Mobile applications (iOS/Android), Online research and troubleshooting

- Strong problem-solving skills and ability to quickly locate answers using internal resources and documentation.

- Reliable attendance, punctuality, and adherence to assigned schedules.

Additional Details

- Pay rate: $19/hour.

- Training schedule: Monday-Friday, 8:00 AM-5:00 PM CST.

- Hybrid work arrangement is available after successful onboarding and achievement of performance benchmarks.

- Duration of contract: 11 weeks with extension based on business needs.

- Employment consideration is contingent on passing a background check.