Job Description
Join our award-winning customer experience team at InnovateTech Solutions, where we're revolutionizing digital support for Fortune 500 clients. We're seeking a passionate Customer Support Specialist to become the voice of our brand in Baltimore. Enjoy a modern workspace with hybrid flexibility, comprehensive benefits, and career growth opportunities in a rapidly expanding tech ecosystem. As a key member of our CX division, you'll directly impact customer retention while working alongside industry experts who prioritize your professional development.
Responsibilities
- Deliver exceptional support via phone, email, and chat for enterprise software clients
- Resolve complex technical issues with empathy and precision while maintaining SLA compliance
- Document cases meticulously in Salesforce CRM and contribute to knowledge base improvements
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Analyze customer feedback trends to identify product enhancement opportunities
- Mentor junior support staff during peak volume periods
Qualifications
- 3+ years in technical customer support with SaaS experience
- Expertise in ticketing systems (Zendesk/Salesforce) and diagnostic tools
- Proven ability to de-escalate high-stress situations while maintaining professionalism
- Strong analytical skills with experience interpreting customer metrics
- Industry certification (e.g., HDI, CompTIA A+) preferred
- Fluency in English with additional Spanish/French considered advantageous