Job Description
Join our award-winning team as a Customer Support Specialist at InnovateTech Solutions! We're seeking a tech-savvy and empathetic professional to deliver exceptional service to our growing client base in Minneapolis. You'll be the voice of our brand, resolving complex inquiries while building lasting customer relationships. Our collaborative environment offers career growth, competitive compensation, and the chance to shape the future of customer experience.
What you'll love: Modern downtown office, flexible scheduling options, comprehensive health benefits, and monthly performance bonuses. We invest in your success with ongoing training and certifications.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Manage technical troubleshooting for SaaS products using Zendesk and Salesforce
- Collaborate with engineering teams to escalate critical issues and document solutions
- Proactively identify process improvements and contribute to knowledge base updates
- Maintain accurate case records and meet SLA targets for response/resolution times
- Train new hires on support protocols and product knowledge
Qualifications
- 2+ years experience in B2B technical support or customer service role
- Proficiency with CRM platforms (Salesforce) and ticketing systems
- Strong diagnostic skills for software/hardware troubleshooting
- Exceptional written and verbal communication abilities
- Ability to remain calm under pressure during high-volume periods
- Associate degree or equivalent technical certification preferred
- Experience working in agile/Scrum environments