Job Description
Join our award-winning team at NexusTech Solutions as a Customer Support Specialist and become the voice of innovation for our growing client base in Jacksonville. We're seeking empathetic problem-solvers to deliver exceptional service through multiple channels while representing our cutting-edge technology solutions. This immediate opening offers competitive compensation, comprehensive benefits, and a dynamic work environment where your growth is prioritized. If you thrive in fast-paced settings and are passionate about turning challenges into opportunities, we want to hear from you!
Responsibilities
- Deliver multi-channel support via phone, email, and chat with 95%+ satisfaction rate
- Resolve technical issues for SaaS products using diagnostic tools and documentation
- Document cases accurately in CRM systems and collaborate with engineering teams
- Escalate complex issues while maintaining ownership throughout resolution process
- Contribute to knowledge base creation and process improvement initiatives
- Maintain SLA targets of < 15-minute response time for all inquiries
- Participate in cross-functional projects to enhance customer experience
Qualifications
- 2+ years in customer support or technical role with proven track record
- Proficiency with CRM software (Salesforce/Zendesk) and ticketing systems
- Strong diagnostic skills for troubleshooting software/hardware issues
- Excellent written and verbal communication with ability to simplify technical concepts
- Experience in SaaS or tech industry preferred
- High school diploma; associate degree or relevant certification a plus
- Ability to work flexible shifts including evenings/weekends as needed
- CompTIA A+ or equivalent technical certification desirable