Job Description
Welcome to Apex Tech Solutions, where we are redefining the standard for customer excellence. We are seeking a highly motivated Customer Support Specialist to join our dynamic team in Charlotte, NC. In this role, you will be the voice of our brand, ensuring our clients receive seamless, empathetic, and efficient service. We offer a competitive benefits package, a collaborative culture, and ample opportunities for career growth.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Health, dental, and vision insurance.
- Generous paid time off and holiday schedule.
- Professional development and training programs.
- Modern, open-office environment in the heart of Uptown Charlotte.
Responsibilities
- Manage a high volume of incoming customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose and troubleshoot technical issues for B2B clients, escalating complex problems to the engineering team when necessary.
- Accurately document all customer interactions and account status updates in our CRM (Salesforce/Salesforce Service Cloud).
- Proactively identify trends in customer feedback and suggest process improvements to enhance the overall user experience.
- Collaborate with cross-functional teams, including Sales and Product Development, to ensure client needs are met.
- Maintain a deep knowledge of our product suite to provide accurate and up-to-date information.
Qualifications
- High school diploma or GED required; Associate’s degree or Bachelor’s degree in a related field is a plus.
- Minimum of 1-2 years of experience in customer support, technical support, or a related role.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
- Excellent verbal and written communication skills with a strong command of professional English.
- Strong problem-solving abilities and the capacity to remain calm under pressure.
- Ability to work flexible hours, including evenings and weekends, as required by business volume.