Job Description
Join NexusConnect Solutions as a Customer Support Specialist and become the heart of our client success story! We're seeking passionate problem-solvers to deliver exceptional experiences to our Philadelphia-based clientele. In this dynamic role, you'll resolve inquiries, build lasting relationships, and drive customer satisfaction through empathetic communication and technical expertise. Our collaborative team environment offers growth opportunities, competitive benefits, and the chance to make real impact in a fast-growing tech company. If you thrive in fast-paced settings and love turning challenges into victories, we want to meet you!
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document cases accurately in Salesforce and escalate complex issues to Tier 2
- Collaborate with product team to identify recurring pain points
- Train customers on platform features during onboarding sessions
- Maintain SLA targets of <2 hour response time for high-priority tickets
- Analyze support data to identify improvement opportunities
Qualifications
- 2+ years in B2B customer support or tech industry experience
- Proficiency with CRM systems (Salesforce preferred)
- Exceptional written and verbal communication skills
- Ability to multitask in fast-paced digital environments
- Associate degree or equivalent experience required
- Technical aptitude with SaaS platforms
- PHL-based candidates preferred