Job Description
Join Nexus Solutions Inc.'s award-winning customer experience team as a Customer Support Specialist in downtown Chicago! We're seeking passionate problem-solvers who thrive in dynamic environments to deliver exceptional service to our global clientele. Enjoy competitive compensation, comprehensive benefits, and a modern workspace with skyline views. Perfect for career growth in a tech-forward company!
Responsibilities
- Resolve customer inquiries via phone, email, and live chat with 95% satisfaction rate
- Document cases accurately in Zendesk CRM system while maintaining SLA compliance
- Collaborate with technical teams to troubleshoot complex product issues
- Identify upsell opportunities during high-touch customer interactions
- Contribute to knowledge base improvements with 5+ monthly articles
- Participate in quarterly process optimization initiatives
Qualifications
- 3+ years customer support experience in SaaS or tech industry
- Expertise in CRM platforms (Zendesk/Salesforce preferred)
- Exceptional conflict resolution and active listening skills
- Ability to multitask across 15+ concurrent customer interactions
- Proficient in G Suite and Windows OS troubleshooting
- Spanish bilingual certification required