Job Description
Join our award-winning customer experience team at InnovateTech Solutions! We're seeking a passionate Customer Support Specialist to become the voice of our brand in Dallas. As a key member of our growing team, you'll deliver exceptional support to enterprise clients while advancing your career in a dynamic tech environment. Enjoy competitive benefits, professional development opportunities, and a collaborative culture that celebrates innovation.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ first-contact resolution rate
- Document cases in Salesforce with precision and maintain detailed knowledge base contributions
- Collaborate with engineering teams to escalate technical issues and track resolutions
- Implement retention strategies for high-value accounts through proactive engagement
- Analyze support metrics to identify process improvements and customer pain points
- Train new support associates on product knowledge and service standards
Qualifications
- 3+ years of B2B technical support experience in SaaS or software industry
- Expertise in CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional problem-solving abilities with logical troubleshooting methodology
- Strong written and verbal communication skills with polished professional demeanor
- Ability to work flexible shifts including weekends during peak seasons
- Proficiency in Spanish or Mandarin language is highly desirable
- Experience with Zendesk or similar support automation tools