Job Description
Join our award-winning customer experience team in sunny Miami! NexGen Solutions is seeking a passionate Customer Support Specialist to deliver exceptional service to our global clientele. This hybrid role combines in-office collaboration with remote flexibility, offering growth opportunities in a tech-forward environment. Enjoy competitive benefits, professional development stipends, and a vibrant workplace culture in the heart of downtown Miami.
Responsibilities
- Resolve customer inquiries via phone, email, and live chat with 95%+ satisfaction ratings
- Manage and resolve technical support tickets using Zendesk and Salesforce CRM
- Collaborate with engineering teams to escalate complex product issues
- Document case details and maintain accurate knowledge base articles
- Proactively identify process improvements to enhance customer journey
- Mentor new team members on best practices and tools
- Participate in quarterly customer feedback analysis sessions
Qualifications
- 3+ years in technical customer support or SaaS environments
- Proficiency with CRM platforms (Salesforce, Zendesk) and ticketing systems
- Exceptional written and verbal communication skills in English
- Experience working with remote teams across multiple time zones
- Strong problem-solving abilities with analytical mindset
- Spanish fluency required (bilingual certification a plus)
- Relevant certifications (e.g., HDI Support Center, Google IT Support)