Job Description
Join TechNova Solutions as a Customer Support Specialist and become the voice of our innovative tech platform! We're seeking a passionate professional to deliver exceptional service to our growing client base in Atlanta. This hybrid role combines remote flexibility with collaborative in-office days at our downtown Atlanta headquarters, offering competitive benefits including health insurance, 401(k) matching, and professional development stipends. You'll work alongside industry experts in a fast-paced environment where your problem-solving skills directly impact customer satisfaction and retention.
Responsibilities
- Resolve complex technical inquiries via phone, email, and chat with 95% customer satisfaction target
- Document interactions in Salesforce while maintaining precise case records and SLA adherence
- Collaborate with engineering teams to escalate product issues and implement solutions
- Develop expertise in proprietary software through continuous training and certification
- Mentor new support agents on troubleshooting methodologies and company protocols
- Analyze customer feedback trends to identify product improvement opportunities
Qualifications
- 3+ years in technical customer support with SaaS or fintech experience
- Proficiency in CRM platforms (Salesforce preferred) and helpdesk systems
- Exceptional written and verbal communication skills with empathetic approach
- Ability to troubleshoot complex technical issues independently
- Experience working in remote/hybrid environments with self-discipline
- CompTIA A+ or equivalent technical certification preferred
- Authorized to work in the United States without sponsorship