Job Description
Join our award-winning customer experience team at Nexus Solutions, where we transform customer interactions into lasting relationships. We're seeking a passionate Customer Support Specialist to become the voice of our brand in Fort Worth. You'll thrive in our collaborative, tech-forward environment while representing industry-leading SaaS products. Enjoy competitive benefits, growth opportunities, and a culture that celebrates problem-solvers.
Why Nexus Solutions? We offer remote flexibility with optional office days in our state-of-the-art Fort Worth campus, comprehensive health benefits, and quarterly performance bonuses. Our team enjoys regular team-building events, professional development stipends, and a commitment to work-life balance.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document cases in Salesforce CRM while maintaining accurate ticket histories
- Collaborate with technical teams to troubleshoot complex product issues
- Proactively identify upsell opportunities for premium service tiers
- Contribute to knowledge base articles and process improvements
- Meet/exceed monthly performance metrics for resolution times
Qualifications
- 2+ years experience in B2B customer support or SaaS environment
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to navigate multiple systems while maintaining composure
- Strong problem-solving aptitude with analytical mindset
- Experience working with cross-functional teams (tech, sales, product)
- High school diploma or equivalent; bachelor's preferred