Job Description
Join our award-winning customer support team at Innovate Solutions Group in Charlotte, NC! We're seeking passionate individuals to deliver exceptional service experiences that build lasting client relationships. As a Customer Support Specialist, you'll be the voice of our brand, resolving inquiries with empathy and efficiency while contributing to our culture of continuous improvement. Enjoy competitive compensation, comprehensive benefits, and opportunities for career advancement in a dynamic, collaborative environment.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document cases accurately in CRM systems and maintain detailed knowledge base articles
- Collaborate with technical teams to escalate unresolved issues and implement solutions
- Analyze support patterns to identify product improvements and training opportunities
- Train new team members on support protocols and product knowledge
- Monitor support metrics and maintain SLA compliance
Qualifications
- 2+ years customer support experience in B2B or SaaS environment
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to multitask and prioritize in high-volume settings
- Associate degree or equivalent certification preferred
- Experience with remote support tools and troubleshooting methodologies