Job Description
Join our award-winning customer support team in Phoenix, AZ! We're seeking passionate individuals to deliver exceptional service while solving complex technical challenges with empathy and efficiency. Enjoy a modern workspace with cutting-edge tools, comprehensive benefits, and clear growth paths into leadership roles. Our collaborative culture values innovation and work-life balance, with remote flexibility options after initial onboarding.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction metrics
- Master proprietary software systems to troubleshoot technical issues
- Document interactions accurately in CRM while maintaining SLA compliance
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Mentor new hires and contribute to knowledge base improvements
- Analyze support patterns to identify process optimization opportunities
Qualifications
- 2+ years technical customer support experience in SaaS environments
- Proficiency with Zendesk, Jira, and remote desktop tools
- Exceptional problem-solving abilities with analytical mindset
- Fluency in English; Spanish bilingual preferred
- CompTIA A+ or equivalent technical certification
- Proven ability to de-escalate high-stress situations
- Experience with ticketing system analytics and reporting