Job Description
Join our dynamic team at TechFlow Solutions as a Customer Support Specialist and become the voice of innovation! We're seeking passionate individuals to deliver exceptional support experiences for our cutting-edge software clients. In this pivotal role, you'll resolve complex technical inquiries while building lasting relationships with users across North America. Enjoy a collaborative Austin workspace with flexible scheduling, comprehensive benefits, and opportunities for growth into senior technical roles. If you thrive in fast-paced environments and love solving puzzles, apply today to transform customer challenges into success stories.
Responsibilities
- Resolve Tier 2-3 technical support tickets via phone, email, and chat with 95% first-contact resolution rate
- Document detailed case notes in Salesforce while maintaining SLA adherence for all customer interactions
- Collaborate with engineering teams to escalate product bugs and feature requests
- Develop and maintain comprehensive knowledge base articles for internal and external use
- Conduct proactive outreach to at-risk accounts to improve retention metrics
- Train new agents on support protocols and product functionality
- Analyze support trends to identify process improvement opportunities
Qualifications
- 3+ years of technical customer support experience in SaaS environments
- Proficiency with Zendesk, Jira, and CRM platforms
- Strong diagnostic skills for web applications and API integrations
- Excellent written and verbal communication abilities
- Certification in ITIL or CompTIA A+ preferred
- Experience with remote support tools like TeamViewer or AnyDesk
- Ability to work rotating shifts including weekends during peak periods
- Spanish language fluency highly desirable