Job Description
Join our award-winning customer support team at TechCorp Solutions, where innovation meets exceptional service. We're seeking a passionate Customer Support Specialist to become the voice of our brand in Boston. In this role, you'll transform customer challenges into opportunities for growth while working with cutting-edge SaaS technology. Enjoy competitive benefits, professional development opportunities, and a vibrant downtown office culture. If you thrive in fast-paced environments and love solving problems, apply today!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Document cases in Zendesk with detailed notes and actionable insights
- Collaborate with engineering teams to escalate technical bugs and feature requests
- Maintain deep product knowledge through continuous training modules
- Identify upsell opportunities during customer interactions
- Contribute to process improvements through weekly team retrospectives
Qualifications
- 2+ years experience in B2B customer support or SaaS environment
- Proficiency in CRM tools (Zendesk/Salesforce preferred)
- Exceptional written and verbal communication skills
- Ability to multitask across 3+ communication channels
- Customer empathy with proven conflict resolution abilities
- Basic technical troubleshooting skills for software platforms
- Associate degree or equivalent professional certification