Job Description
Join Baltimore Tech Solutions as a Customer Support Specialist and become the voice of innovation! We're seeking passionate individuals to deliver exceptional support experiences for our cutting-edge software clients. Enjoy a collaborative culture with competitive benefits, professional development opportunities, and the chance to impact thousands of daily users. Located in the vibrant heart of Baltimore, our modern office offers flexible work arrangements and a supportive team environment.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Document cases in CRM systems and maintain detailed knowledge bases
- Collaborate with engineering teams to escalate complex technical issues
- Conduct proactive outreach to at-risk customers to improve retention
- Analyze support metrics to identify process improvement opportunities
- Train new team members on product knowledge and support protocols
- Participate in cross-functional projects to enhance user experience
Qualifications
- Minimum 2 years in customer support or technical support roles
- Proficiency with CRM platforms (Salesforce, Zendesk) and ticketing systems
- Exceptional written and verbal communication skills
- Ability to troubleshoot technical issues using diagnostic tools
- Experience with remote support and screen-sharing technologies
- Strong problem-solving abilities with a customer-first mindset
- Associate degree or equivalent technical certification preferred
- Spanish fluency highly desirable for bilingual support