Job Description
Join our dynamic team at TechFlow Solutions as a Customer Support Specialist and become the voice of our brand! We're seeking passionate individuals to deliver exceptional experiences to our diverse clientele. This hybrid role combines remote flexibility with in-office collaboration in our vibrant LA headquarters. You'll resolve complex inquiries, drive customer loyalty, and contribute to our mission of making technology accessible to all. Enjoy competitive benefits, professional development opportunities, and a culture that celebrates innovation and empathy.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document interactions and troubleshoot technical issues using Zendesk
- Collaborate with engineering teams to escalate critical product bugs
- Analyze support metrics to identify process improvement opportunities
- Mentor new hires on company protocols and product knowledge
- Proactively identify upsell opportunities for premium service tiers
Qualifications
- 3+ years in B2B/B2C technical support environment
- Expertise in CRM platforms (Salesforce, Zendesk)
- Fluency in English and Spanish required
- CompTIA A+ or equivalent technical certification preferred
- Proven conflict resolution and de-escalation skills
- Ability to work flexible shifts including weekends
- Experience with remote collaboration tools (Slack, Zoom)