Job Description
Join our award-winning customer support team at Coastal Tech Solutions and become the voice of innovation for thousands of clients across the Mid-Atlantic. We're seeking a passionate Customer Support Specialist to deliver exceptional service experiences in our state-of-the-art Virginia Beach headquarters. You'll work with cutting-edge technology while making meaningful connections with customers, resolving complex issues, and driving loyalty through every interaction. Our culture values growth, collaboration, and work-life balance with competitive benefits including health insurance, 401(k) matching, and professional development stipends.
Responsibilities
- Deliver multichannel support via phone, email, and chat with 95%+ customer satisfaction rates
- Resolve technical issues for SaaS products using diagnostic tools and documentation
- Collaborate with engineering teams to escalate complex bugs and feature requests
- Maintain detailed case histories in Salesforce CRM with 99% accuracy
- Contribute to knowledge base creation and process optimization initiatives
- Support 24/7 on-call rotation biweekly (1:4 rotation)
- Train new hires on support protocols and product knowledge
Qualifications
- 2+ years customer support experience in tech/SaaS industry
- Proficiency with CRM platforms (Salesforce/Zendesk) and helpdesk tools
- Exceptional written and verbal communication skills
- Technical aptitude with ability to troubleshoot software/hardware issues
- Industry certifications (CompTIA A+/Google Support) preferred
- Experience with ticketing systems and SLA management
- Ability to work flexible hours including weekends during peak seasons