Job Description
Join our award-winning support team at NexusTech Solutions, where innovation meets exceptional customer care! We're seeking a passionate Customer Support Specialist to deliver world-class experiences to our diverse clientele in the heart of NYC. As a key player in our success, you'll resolve inquiries efficiently while contributing to our industry-leading satisfaction metrics.
Enjoy a modern office with skyline views, comprehensive benefits, and growth opportunities in one of America's most dynamic tech hubs. Perfect for relationship-builders who thrive in fast-paced environments!
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction scores
- Document cases in Salesforce while maintaining 99% data accuracy
- Collaborate with engineering teams to escalate technical issues
- Proactively identify upsell opportunities for premium services
- Train new agents on support protocols and CRM systems
- Generate weekly performance reports with actionable insights
- Participate in cross-departmental product improvement initiatives
Qualifications
- 3+ years in customer support with SaaS experience
- Proficiency in Zendesk, Salesforce, and Jira
- Exceptional written/verbal communication skills
- Technical aptitude for troubleshooting software issues
- Ability to multitask across 3+ communication channels
- Associate degree in Business or related field
- Experience with SLA management and KPI reporting
- Spanish language proficiency preferred