Job Description
Join TechNova Solutions as a Customer Support Specialist and become the voice of our cutting-edge tech products! We're seeking passionate individuals to deliver exceptional customer experiences in our vibrant San Diego headquarters. This role offers growth opportunities, competitive benefits, and a collaborative environment where your problem-solving skills shine. If you thrive in fast-paced settings and love helping others succeed, apply today to join our award-winning team!
Responsibilities
- Resolve customer inquiries via phone, email, and live chat with empathy and efficiency
- Document support interactions accurately in Salesforce CRM system
- Troubleshoot technical issues using diagnostic tools and knowledge base resources
- Collaborate with engineering teams to escalate complex product bugs
- Analyze customer feedback to identify service improvement opportunities
- Maintain 95%+ customer satisfaction rating through personalized solutions
- Train new support agents on company products and protocols
Qualifications
- 2+ years of technical customer support experience in SaaS environment
- Proficiency with CRM platforms (Salesforce/Zendesk) and ticketing systems
- Exceptional written and verbal communication skills
- Ability to de-escalate high-pressure situations with professionalism
- Experience working with remote teams across multiple time zones
- Basic understanding of APIs, cloud infrastructure, and cybersecurity concepts
- High school diploma or equivalent; relevant certifications preferred