Job Description
Join our award-winning customer experience team at TechFlow Solutions, where innovation meets exceptional service! We're seeking a passionate Customer Support Specialist to become the voice of our brand in vibrant Austin, TX. As a key player in our fast-growing tech company, you'll empower customers through meaningful interactions while building lasting relationships. Enjoy a collaborative environment with competitive benefits, professional development opportunities, and the chance to shape our customer-centric culture.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document cases meticulously in Zendesk while maintaining SLA compliance
- Collaborate with engineering teams to escalate technical product issues
- Proactively identify process improvements to enhance customer journey
- Train new hires on product knowledge and support protocols
- Analyze support metrics to identify recurring pain points
- Support product launches with specialized knowledge transfer
Qualifications
- 3+ years B2B customer support experience in SaaS/Tech industry
- Expertise in CRM platforms (Salesforce, Zendesk) and ticketing systems
- Exceptional written/verbal communication with empathetic tone
- Proficient in troubleshooting complex technical issues
- Experience with multi-channel support (voice, email, chat, social)
- Ability to maintain composure under high-pressure situations
- Spanish fluency strongly preferred
- Austin residency required for in-office collaboration