Job Description
Join our award-winning customer experience team at TechFlow Solutions, a Seattle-based innovator in cloud technology. We're seeking a passionate Customer Support Specialist to become the voice of our brand and drive client satisfaction in our fast-paced, collaborative environment. This hybrid role combines remote flexibility with in-office collaboration in our downtown Seattle hub, offering growth opportunities into technical or leadership tracks. Enjoy competitive benefits including health insurance, quarterly team outings, and professional development stipends.
Responsibilities
- Resolve complex technical inquiries via phone, email, and chat with 95%+ resolution rates
- Document cases in Salesforce CRM while maintaining accurate SLA metrics
- Collaborate with engineering teams to escalate critical product issues
- Mentor new support agents during onboarding phase
- Analyze support trends to improve knowledge base and self-service options
- Contribute to quarterly customer satisfaction improvement initiatives
Qualifications
- 3+ years in technical customer support with SaaS experience
- Expertise in Zendesk/Salesforce CRM platforms
- Exceptional written and verbal communication skills
- CompTIA A+ or similar technical certification preferred
- Ability to multitask across 5+ concurrent channels
- Proficiency in troubleshooting Windows/macOS/Linux environments
- Experience with Jira and Confluence for case tracking