Job Description
Join our award-winning customer experience team at NexusTech Solutions! We're seeking a passionate Customer Support Specialist to deliver exceptional service to our growing client base in Las Vegas. This role offers competitive compensation, comprehensive benefits, and clear career advancement opportunities. Work in our modern downtown office with flexible scheduling options and a supportive, collaborative culture.
Responsibilities
- Resolve complex customer inquiries via phone, email, and live chat with 95%+ satisfaction rates
- Master and utilize Salesforce CRM to document cases and track resolution metrics
- Collaborate with engineering teams to escalate technical issues and improve product features
- Conduct proactive outreach to at-risk accounts to prevent churn and enhance loyalty
- Develop and maintain detailed knowledge base articles for self-service solutions
- Mentor new team members on best practices and product knowledge
- Analyze customer feedback trends to identify service improvement opportunities
- Participate in monthly cross-departmental strategy meetings
Qualifications
- 3+ years of B2B customer support experience in SaaS or technology sector
- Expert proficiency with Salesforce, Zendesk, and communication tools
- Exceptional written and verbal communication skills with professional demeanor
- Proven ability to resolve technical issues with minimal supervision
- Strong analytical skills with data-driven problem-solving approach
- Experience working in high-volume, fast-paced environments
- Fluency in English; bilingual Spanish speakers strongly preferred
- Ability to work flexible shifts including evenings and weekends