Job Description
Join our award-winning customer experience team at TechSolutions Inc. in Sacramento! We're seeking a passionate Customer Support Specialist to become the voice of our brand. You'll resolve complex technical inquiries, build lasting customer relationships, and drive satisfaction metrics. Enjoy a modern workspace with competitive benefits, professional development stipends, and a culture that celebrates problem-solvers.
Responsibilities
- Resolve technical inquiries via phone, email, and chat with 95% first-contact resolution rate
- Document cases accurately in Salesforce while maintaining SLA compliance
- Collaborate with engineering teams to escalate product bugs and feature requests
- Develop troubleshooting guides for common customer pain points
- Conduct post-resolution satisfaction surveys and implement feedback loops
- Mentor junior support staff during peak hours
- Analyze support trends to identify process improvement opportunities
Qualifications
- 2+ years in technical customer support or helpdesk roles
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional written and verbal communication skills
- Experience with remote support tools (TeamViewer, AnyDesk)
- Ability to de-escalate emotionally charged situations
- Basic knowledge of SaaS products and cloud infrastructure
- High school diploma or equivalent; relevant certifications a plus