Job Description
Join TechNova Solutions as a Customer Support Specialist and become the voice of innovation for our global clientele. We're seeking empathetic problem-solvers to deliver exceptional support experiences in our dynamic NYC headquarters. In this role, you'll leverage cutting-edge tools to resolve technical inquiries, drive customer satisfaction, and contribute to product improvements. Enjoy a collaborative environment with competitive benefits, professional development opportunities, and the chance to shape the future of customer support.
Responsibilities
- Resolve complex technical inquiries via phone, email, and chat with first-contact resolution excellence
- Document cases meticulously in CRM systems while maintaining SLA compliance
- Collaborate with engineering teams to escalate critical issues and implement solutions
- Analyze customer feedback to identify trends and product enhancement opportunities
- Mentor new team members on support protocols and best practices
- Proactively conduct quality assurance reviews of team interactions
Qualifications
- 3+ years in technical customer support with SaaS/tech products
- Expertise in Zendesk, Salesforce, or similar CRM platforms
- Strong diagnostic skills for troubleshooting software and connectivity issues
- Certifications in ITIL, Google Cloud, or AWS preferred
- Exceptional written and verbal communication skills
- Experience with remote support tools (TeamViewer, AnyDesk)
- Ability to thrive in fast-paced environments with competing priorities