Job Description
Join our dynamic customer support team in Indianapolis and become the voice of innovation! We're seeking a passionate Customer Support Specialist to deliver exceptional experiences for our growing tech clientele. This role offers remote flexibility with occasional in-office collaboration at our downtown Indianapolis hub. Enjoy competitive compensation, comprehensive benefits, and opportunities for career advancement in a fast-paced environment.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document cases accurately in Salesforce CRM and maintain detailed knowledge base
- Collaborate with engineering teams to escalate complex technical issues
- Identify upsell opportunities and contribute to product improvement feedback
- Maintain SLA adherence with average first-response time under 2 hours
- Train new support agents on product knowledge and service protocols
- Analyze customer trends to proactively address systemic issues
Qualifications
- 2+ years in technical customer support or related field
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional written and verbal communication skills
- Experience with ticketing systems (Zendesk/Jira)
- Ability to multitask in high-volume environments
- Basic technical troubleshooting for SaaS products
- Associate degree or equivalent experience required
- Bilingual (Spanish) candidates strongly encouraged