Job Description
Join our award-winning support team at TechFlow Solutions, where customer satisfaction isn't just a metric—it's our mission. We're seeking a passionate Customer Support Specialist to deliver exceptional experiences for our growing client base in Oklahoma City. In this vital role, you'll be the voice of our brand, resolving technical inquiries with empathy and expertise while driving retention through proactive engagement.
We offer a collaborative, remote-friendly environment with competitive benefits, professional development opportunities, and a culture that celebrates innovation. If you thrive in fast-paced settings and believe in turning challenges into opportunities, we want you on our team!
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Document cases in Zendesk, ensuring accurate tracking and knowledge base updates
- Collaborate with engineering teams to escalate complex technical issues
- Identify upsell opportunities through needs-based consultative conversations
- Maintain SLA adherence for first-contact resolution and response times
- Contribute to process improvements through weekly feedback sessions
Qualifications
- 2+ years of B2B technical support experience in SaaS or tech industry
- Proficiency in CRM platforms (Salesforce/Zendesk) and ticketing systems
- Exceptional communication skills with ability to simplify complex topics
- Strong problem-solving aptitude with analytical troubleshooting approach
- Customer-centric mindset with proven conflict resolution abilities
- High school diploma; associate's degree preferred