10 Tanker Air Carrier, LLC is a global leader in aerial firefighting operations, operating a fleet of DC-10 aircraft equipped to deliver large volumes of fire retardant to combat wildfires across the United States and internationally. Headquartered in Albuquerque, New Mexico, 10 Tanker is committed to excellence, safety, and rapid response supporting communities and agencies during critical missions. As our communication channels expand, we're seeking a Live Chat Support Specialist to provide professional, real-time support to partners, clients, and the general public who contact us through online platforms.
The Live Chat Support Specialist serves as the first point of contact for customers, agencies, and partners engaging through our website or internal systems. This position focuses on providing quick, accurate, and courteous responses to inquiries related to operations, scheduling, employment, and general company information. You'll play a key role in maintaining the company's reputation for excellence by ensuring a smooth, positive customer experience. The ideal candidate is professional, attentive, and highly skilled in multitasking, written communication, and customer relationship management.
- Provide real-time assistance to customers and partners through live chat and online messaging systems.
- Respond promptly to questions regarding services, schedules, job opportunities, and company information.
- Document and track customer interactions using CRM software or internal ticketing systems.
- Coordinate with internal departments to resolve inquiries efficiently and accurately.
- Escalate complex issues to the appropriate team or supervisor when needed.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Stay up to date on company policies, flight operations, and service changes to ensure accurate information delivery.
- Contribute to knowledge base documentation and FAQs for improved support efficiency.
- Meet performance metrics, including response time, customer satisfaction, and quality standards.
- Handle sensitive information with discretion and adhere to confidentiality guidelines.
- High school diploma or equivalent (Associate's or Bachelor's degree preferred).
- 1--2 years of experience in customer service, help desk, or online support roles.
- Excellent written communication and grammar skills.
- Strong computer literacy and ability to navigate multiple software platforms simultaneously.
- Experience with live chat tools, CRM systems, or ticketing platforms (e.g., Zendesk, Intercom, Salesforce).
- Exceptional attention to detail and multitasking ability.
- Ability to remain calm and professional under pressure.
- Strong problem-solving and interpersonal skills.
- Reliable internet connection and quiet workspace for remote work.
- Prior experience in aviation, logistics, or emergency response environments.
- Familiarity with aviation terminology or flight operations.
- Basic understanding of supply chain, dispatch, or operations systems.
- Typing speed of at least 50 WPM with high accuracy.
Customer-focused mindset Strong written communication Time management and prioritization
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