Job Description
Join our award-winning customer success team as a Customer Support Specialist at InnovateTech Solutions! We're seeking passionate problem-solvers to deliver exceptional experiences for our enterprise clients in the tech sector. This role offers remote flexibility with occasional on-site collaboration at our Atlanta hub, plus comprehensive benefits and career growth opportunities. If you thrive in dynamic environments and love turning challenges into victories, apply now to become part of our innovation-driven culture!
Responsibilities
- Resolve complex technical inquiries via phone, email, and chat with 95%+ first-contact resolution rate
- Document cases meticulously in Salesforce while maintaining SLA compliance
- Collaborate with engineering teams to escalate product bugs and feature requests
- Develop self-service knowledge base articles to empower customers
- Conduct quarterly health checks for assigned enterprise accounts
- Mentor new hires on support protocols and product expertise
Qualifications
- 2+ years enterprise tech support experience (SaaS preferred)
- Proficiency with Zendesk, Salesforce, and diagnostic tools
- Exceptional written/verbal communication skills
- Ability to manage competing priorities in fast-paced environments
- Technical certification (CompTIA A+/Google IT Support) or equivalent
- Experience with CRM analytics and reporting