Job Description
Join our award-winning customer support team at NexusTech Solutions, where innovation meets exceptional service. We're seeking a passionate Customer Support Specialist to become the voice of our brand in Detroit. You'll resolve complex inquiries, drive customer satisfaction, and contribute to our industry-leading retention rates. Enjoy a collaborative environment with cutting-edge tools, professional development stipends, and the opportunity to grow within a Fortune 500 partner ecosystem.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction metrics
- Document interactions in CRM systems and identify process improvement opportunities
- Collaborate with technical teams to troubleshoot escalated issues
- Contribute to knowledge base development and training materials
- Monitor customer sentiment and proactively address concerns
- Support product launches with specialized training initiatives
- Maintain 99% SLA adherence across all support channels
Qualifications
- 2+ years of experience in high-volume customer support environments
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional problem-solving and de-escalation skills
- Ability to work flexible shifts including weekends
- Associate degree in Business or related field preferred
- Experience with SaaS products or technical troubleshooting
- Strong analytical skills with data-driven decision-making
- Fluent in English with excellent written communication