Job Description
Join our award-winning customer success team at NexusTech Solutions! We're seeking a passionate Customer Support Specialist to deliver exceptional experiences for our enterprise clients in the fintech sector. As a key member of our Boston-based team, you'll be the voice of our brand, resolving complex issues with empathy and technical expertise. Enjoy competitive benefits, professional growth opportunities, and a collaborative work environment in the heart of Boston's financial district.
Responsibilities
- Resolve Tier 2-3 customer inquiries via phone, email, and chat with first-contact resolution rates above 85%
- Master our proprietary CRM platform to document interactions and track service metrics
- Collaborate with engineering teams to escalate technical bugs and feature requests
- Develop knowledge base articles to reduce recurring issues
- Maintain SLA compliance for enterprise clients with 24/7 support coverage
- Conduct quarterly business reviews for high-value accounts
Qualifications
- 3+ years in technical customer support with SaaS/fintech experience
- Proficiency in Zendesk and Salesforce CRM platforms
- Excellent written and verbal communication skills
- Ability to troubleshoot complex API integrations and payment systems
- Certification in ITIL or HDI preferred
- Experience with Jira and Confluence for documentation
- Proven ability to de-escalate high-stress situations