Job Description
Join NexusTech Solutions as a Customer Support Specialist and become the cornerstone of our client success journey. We're seeking empathetic problem-solvers to deliver world-class support in a fast-paced tech environment. You'll leverage cutting-edge tools to resolve complex issues while building lasting relationships with our diverse client base. This hybrid role combines remote flexibility with collaborative office days in our downtown San Francisco hub, offering competitive benefits and growth opportunities in one of the world's most innovative tech hubs.
Responsibilities
- Resolve technical and billing inquiries via phone, email, and chat with first-contact resolution rates exceeding 90%
- Document support cases in Salesforce with precision, ensuring SLA compliance and actionable data capture
- Collaborate with engineering teams to escalate critical bugs and contribute to product improvements
- Develop personalized onboarding experiences for new enterprise clients
- Analyze support metrics to identify process optimization opportunities
- Mentor junior support agents during peak demand periods
- Lead quarterly customer feedback initiatives to drive service enhancements
Qualifications
- 3+ years experience in high-volume technical customer support, SaaS preferred
- Expertise in Zendesk, Salesforce, and Jira support workflows
- Proven ability to de-escalate complex client scenarios with composure
- Fluency in English with additional Spanish proficiency highly valued
- Experience with remote team collaboration tools (Slack, Miro)
- Google Analytics or similar data visualization certification a plus
- Background in fintech, cybersecurity, or B2B SaaS environments