Client Support Specialist

Position Overview

The Chat Support Specialist serves as a primary point of contact for clients, delivering exceptional support through chat and email channels. This role is responsible for troubleshooting issues, resolving client inquiries, researching account and system‑related concerns, and ensuring a positive customer experience. The ideal candidate is a strong communicator with excellent problem‑solving skills who can effectively manage multiple priorities in a fast‑paced environment.

Success in this role requires a customer‑focused mindset, attention to detail, and the ability to collaborate with cross‑functional teams to provide timely and accurate solutions.

• Respond to client inquiries via chat and email in a timely, professional, and customer‑focused manner.
• Provide accurate information and support regarding products, services, and processes.
• Troubleshoot client issues and identify appropriate solutions using internal tools and resources.
• Investigate and resolve client concerns while delivering a positive support experience.
• Research account, data, and system‑related issues to determine root causes and next steps.
• Collaborate with internal teams to resolve complex client inquiries and service requests.
• Clearly communicate issue status, resolutions, and follow‑up actions to clients and stakeholders.
• Document client interactions, troubleshooting steps, and resolutions within support systems.
• Identify recurring client issues and provide feedback to improve processes, documentation, and overall service quality.
• Maintain a strong understanding of company products, services, and support procedures.
• Meet established performance goals related to quality, productivity, responsiveness, and client satisfaction.
• Participate in training, team meetings, and continuous improvement initiatives.
• Support teammates during high‑volume periods and contribute to a collaborative team environment.

• Associate degree and 1+ year of customer service or support experience, or High School Diploma/GED and 3+ years of relevant experience.
• Experience providing customer support through chat, email, or other digital communication channels preferred.
• Strong written and verbal communication skills.
• Excellent problem‑solving and critical‑thinking abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience using CRM systems, ticketing platforms, or customer support tools preferred.
• Strong attention to detail and organizational skills.
• Customer‑focused mindset with empathy, professionalism, and a commitment to service excellence.
• Proficiency using AI tools with an understanding of how to create effective prompts and leverage technology to improve productivity and service outcomes.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in‑office presence is guided by team and business needs rather than a fixed weekly schedule.

$19.00 - $24.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job‑related and industry‑related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full‑time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well‑being, and financial protection. The U.S.

-based benefits include a 401(k) plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision,…