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Live Chat Specialist

Tempe, AZ, US

Requisition Number: 83519 

We are looking for an enthusiastic Live Chat Specialist to join our team!   This person will be responsible for the following main areas:

  1. Drift tool owner - Analyze live chat and chatbot performance and devise strategies to increase the volume and quality of conversation and marketing qualified leads, conversions and won revenue across insight.com and tigerdirect.com.
  2. Establish the best behavioral triggers and UX elements to effectively engage with clients via chat and self-service initiatives on the site.
  3. Drive optimizations and automation using our chatbot solution, ensure we are getting the most out of the Drift platform, partnering with Drift team and Insight dev.
    1. Examples include: automate FAQ’s, coordinate with Solution Area teams to establish BDR’s onto the solution via chat or calendar drop, custom Drift playbooks, adding new teams to support sales and customer service, CES site
  4. Perform ongoing updates to our knowledge base, an internal and external knowledge repository (FAQ) that is interactive and dynamic.
  5. Assist teammates on the platform with login issues or questions, gather user feedback.

 

 What you need to do to be successful:

  • Prioritization and organization of multiple projects.
  • Understanding of KPI’s and SLA’s that drive a successful chat and chatbot program, continually monitor results and eye for improvement.
  • Directly contribute and be accountable to team and department goals and deliverables.
  • Self-starter who is motivated to learn, grow and expand knowledge in chat, chatbot, self-service and evangelize the platform throughout the organization.
  • Work with a team to create and maintain project requirements and chat playbooks within the Drift platform.
  • All other duties as assigned.

 

 What we want:

  • Bachelor's degree (B. A.) from four-year college or university; and two years related experience and/or training; or equivalent combination of education and experience preferred.
  • Preferred majors: Marketing/Digital Marketing, Business, Communications
  • 2 or more years of experience in an ecommerce, chat/bot, digital marketing or similar environment
  • Excellent communication skills
  • Doesn’t stop at “good enough”
  • Ability to create solutions based on data and feedback
  • Understanding/familiarity of bot flows, chat or bot platform
  • Independently motivated with the ability to work with minimal supervision

 

The ideal candidate will have the following skills:

  • Strong writing and communication skills.
  • Ability to read, analyze and interpret technical requirements, technical procedures and system to system process flows/integrations.
  • Ability to write analyses and/or business requirements.
  • Ability to effectively present information and respond to questions from groups of managers, chat agents and other employees.
  • Strong understanding of technology industry, customer base and key industry triggers for scale, demand gen and customer engagement.
  • Excellent time-management and organization skills, with attention to detail.
  • This individual is expected to demonstrate the following on a daily basis:

 

 

 

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

 

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

 

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

 

Posting Notes: Tempe || Arizona (US-AZ) || United States (US) || None || None || US - Tempe, AZ ||


Nearest Major Market: Phoenix

Job Segment: Developer, Supply, Data Center, User Experience, Supply Chain, Technology, Operations

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