Job Description
Join NexusTech Solutions as a Customer Support Specialist and become the voice of innovation for our Chicago-based clients. We're seeking empathetic problem-solvers to deliver exceptional experiences in our fast-paced tech environment. Enjoy competitive benefits, professional development opportunities, and a collaborative culture that values your growth. Located in the heart of downtown Chicago, our modern office offers easy access to public transit and vibrant city amenities.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95% satisfaction rate
- Document cases in Salesforce and maintain accurate knowledge base entries
- Collaborate with engineering teams to escalate technical issues and track resolutions
- Train new support agents on product knowledge and service protocols
- Analyze support metrics to identify process improvement opportunities
- Proactively upsell premium features during customer interactions
Qualifications
- 3+ years in technical customer support or SaaS environment
- Proficiency with CRM platforms (Salesforce preferred) and helpdesk tools
- Exceptional written and verbal communication skills
- Experience with ticketing systems and SLA management
- Ability to troubleshoot hardware/software issues independently
- Customer certification (Zendesk/SupportPro) or equivalent training
- Spanish fluency a strong plus