Job Description
Join our award-winning customer experience team at InnovateTech Solutions Inc. in San Jose! We're seeking passionate individuals to deliver exceptional support while accelerating their careers in a dynamic tech environment. Enjoy comprehensive benefits, professional development programs, and a culture that values your growth. Why join us? Competitive compensation, flexible scheduling options, and opportunities for advancement into specialized tech support roles. What we offer: Health insurance, 401(k) matching, paid time off, and quarterly team-building events. Location perks: Free parking, shuttle access to downtown San Jose, and proximity to major tech hubs. Apply today to become part of San Jose's premier customer experience team!
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document interactions using Salesforce CRM and maintain accurate case records
- Collaborate with technical teams to troubleshoot complex product issues
- Identify upsell opportunities for premium service packages
- Contribute to process improvement initiatives through weekly team meetings
- Maintain SLA targets with average handle time under 180 seconds
- Train new hires on product knowledge and service protocols
Qualifications
- Minimum 2 years customer service experience in tech or SaaS industry
- Proficiency with CRM systems (Salesforce preferred)
- Strong problem-solving skills with conflict resolution certification
- Excellent written and verbal communication in English and Spanish
- Ability to multitask across 3+ communication channels
- Flexibility to work weekends and holidays during peak seasons
- Associate degree or equivalent professional certification
- Basic knowledge of cloud computing technologies