Job Description
Join our award-winning customer support team at Nexus Solutions Inc. and become a champion for our clients! We're seeking a passionate Customer Support Specialist to deliver exceptional service in our Long Beach headquarters. As a key member of our Customer Experience division, you'll resolve inquiries, troubleshoot technical issues, and build lasting relationships with our diverse client base. Enjoy competitive benefits, career growth opportunities, and a collaborative culture that values innovation and employee development.
Responsibilities
- Respond to customer inquiries via phone, email, and live chat with 24/48-hour SLA adherence
- Diagnose and resolve technical issues using proprietary software and troubleshooting protocols
- Document all interactions in Salesforce CRM with detailed resolution notes
- Collaborate with engineering teams to escalate complex product issues
- Proactively identify upsell opportunities for premium service packages
- Maintain 95%+ customer satisfaction score through empathetic communication
- Train new hires on support workflows and product knowledge
Qualifications
- 2+ years of B2B customer support experience in SaaS or tech industry
- Proficiency with Zendesk, Salesforce, and remote desktop tools
- Exceptional written and verbal communication skills
- Associate degree or equivalent technical certification required
- Experience with CRM analytics and reporting dashboards
- Ability to work rotating shifts including weekends
- Spanish bilingual proficiency preferred
- Google IT Support Professional Certificate accepted