Job Description
Join our award-winning customer experience team at TechSolutions Inc., a leader in cloud-based software solutions. We're seeking passionate Customer Support Specialists to serve as the first point of contact for our rapidly growing client base in the Raleigh-Durham area. You'll be instrumental in building lasting relationships while resolving technical inquiries with empathy and expertise.
Our modern downtown Raleigh office offers a collaborative environment with hybrid flexibility, professional development stipends, and comprehensive benefits. As a key member of our Customer Success team, you'll gain exposure to cutting-edge SaaS platforms while advancing your career in a company consistently recognized as a 'Best Place to Work' in North Carolina.
Responsibilities
- Provide exceptional multi-channel support (phone, email, chat) for enterprise software clients
- Diagnose and resolve technical issues using ticketing systems and CRM platforms
- Document cases meticulously in Salesforce while maintaining SLA compliance
- Collaborate with engineering teams to escalate complex technical challenges
- Conduct product training sessions for new enterprise clients
- Identify opportunities to enhance customer experience through feedback analysis
- Maintain 95%+ customer satisfaction score metrics
Qualifications
- 2+ years of technical customer support experience in B2B SaaS environment
- Proficiency with CRM tools (Salesforce preferred) and ticketing systems
- Strong troubleshooting skills for web-based applications and APIs
- Excellent written and verbal communication abilities
- Ability to work independently while collaborating in cross-functional teams
- Bachelor's degree or equivalent technical certification
- Experience with enterprise-level software support (e.g., Salesforce, HubSpot)
- Customer-focused mindset with conflict resolution expertise