Jessica Branch
Arlington
Summary
Reliable and detail-oriented Remote Chat Support Specialist with over 6 years of experience providing fast, friendly, and effective customer support via live chat, email, and messaging platforms. Skilled in handling high-volume inquiries, troubleshooting issues, and ensuring customer satisfaction across e-commerce, SaaS, and service-based industries. Tech-savvy, self-motivated, and committed to delivering a smooth customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Remote Chat Support Specialist
BrightConnect Technologies
Remote
03.2022 - 03.2025
- Manage 60–80 live chat conversations per shift for a SaaS-based client portal.
- Resolve technical and billing inquiries with an average first-response time under 1 minute.
- Create and update internal knowledge base articles to assist new agents.
- Maintain a 98% customer satisfaction rating over 12 months.
Customer Support Associate – Chat & Email
SwiftCart E-commerce
01.2020 - 02.2022
- Responded to customer inquiries via chat and email regarding orders, returns, and product questions.
- Processed refunds and exchanges, tracked shipments, and updated order statuses.
- Assisted with social media inbox messages during peak hours (Facebook/Instagram).
- Improved response templates that reduced average handling time by 15%.
Customer Service Representative (Remote)
United Help Desk
03.2015 - 12.2019
- Provided multi-channel support via live chat, email, and support tickets for a digital services provider.
- Collaborated with Tier 2 tech teams for escalated issues and followed up to ensure resolution.
- Received consistent positive feedback for empathy and quick issue resolution.
Education
Associate of Science - Business Administration
Dallas College
Dallas, TX01.2019
Skills
- Live Chat & Email Support
- Zendesk
- Intercom
- Freshdesk
- Typing Speed: 65 WPM
- Conflict Resolution & De-escalation
- CRM & Ticketing Systems
- Remote Work Platforms
- Knowledge Base & Documentation
- Time Management
- Detail-Oriented
- Customer-Focused
Certification
- Customer Service Excellence, LinkedIn Learning, 2023
- Zendesk Agent Training Certificate, Zendesk Academy, 2022
- Typing Certification: 65 WPM, TypingTest.com
Tech Setup And Availability
High-speed internet, Dual monitors, Noise-canceling headset, Available Full-time | Weekdays & Weekends
Timeline
Remote Chat Support Specialist
BrightConnect Technologies
03.2022 - 03.2025
Customer Support Associate – Chat & Email
SwiftCart E-commerce
01.2020 - 02.2022
Customer Service Representative (Remote)
United Help Desk
03.2015 - 12.2019
Associate of Science - Business Administration
Dallas College
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