Job Description
Join our award-winning customer success team at NexusTech Solutions, where innovation meets exceptional service. We're seeking a passionate Customer Support Specialist to be the voice of our brand in the heart of San Francisco. In this role, you'll transform customer interactions into memorable experiences while driving product adoption and loyalty. Enjoy a modern downtown workspace, competitive benefits, and opportunities for growth in a rapidly scaling tech company.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with empathy and efficiency
- Collaborate with engineering teams to escalate technical bugs and feature requests
- Maintain detailed customer records in Salesforce while meeting SLA targets
- Proactively identify upsell opportunities during customer interactions
- Contribute to knowledge base articles and process improvements
- Mentor new team members on product best practices
- Analyze support metrics to identify recurring pain points
Qualifications
- 3+ years in technical customer support with SaaS products
- Expert proficiency in Zendesk, Salesforce, and Jira
- Strong analytical skills with experience in data-driven decision making
- Exceptional written and verbal communication skills
- Bachelor's degree in Business, Communications, or related field
- Proven ability to de-escalate high-pressure situations
- Experience working with cross-functional agile teams
- Certification in Customer Experience (CCXP) preferred