Job Description
Join our award-winning customer support team at TechFlow Solutions, where innovation meets exceptional service. We're seeking a passionate Customer Support Specialist to deliver world-class assistance to our tech-savvy clientele in San Jose. Enjoy a collaborative culture, cutting-edge tools, and opportunities for career growth in the heart of Silicon Valley.
Responsibilities
- Resolve complex customer inquiries via phone, email, and live chat with 95%+ satisfaction rate
- Document cases meticulously in Zendesk and maintain accurate knowledge base articles
- Collaborate with engineering teams to escalate product issues and track resolutions
- Conduct proactive outreach to at-risk customers to improve retention metrics
- Mentor new support agents and contribute to process optimization
- Analyze customer feedback trends to identify service improvement opportunities
Qualifications
- 3+ years of technical customer support experience in SaaS or tech industry
- Expert troubleshooting skills for web applications and mobile platforms
- Fluency in English and Spanish (bilingual certification required)
- Proficiency with CRM tools (Zendesk, Salesforce) and JIRA
- Experience with SLA management and performance metrics
- Strong problem-solving abilities with empathy-driven communication
- Associate degree in IT, Business, or equivalent experience