Job Description
Join our award-winning team as a Customer Support Specialist at Nexus Solutions Inc., where innovation meets exceptional service. We're seeking passionate individuals to deliver world-class support to our growing client base in Baltimore's thriving tech corridor. Enjoy a dynamic work environment with competitive benefits, professional development opportunities, and the chance to make a tangible impact on customer experiences.
What We Offer:
- Comprehensive health, dental, and vision plans
- 401(k) with company match
- Paid time off and company holidays
- Flexible remote/hybrid work options
- Tuition reimbursement program
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95% first-contact resolution rate
- Document cases in Salesforce with detailed notes and solution tracking
- Collaborate with technical teams to resolve complex product issues
- Identify and escalate trends to improve product quality
- Maintain positive customer satisfaction scores above 90%
- Contribute to knowledge base articles and training materials
- Participate in weekly performance improvement initiatives
Qualifications
- 2+ years of customer support experience in SaaS or tech industry
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to multitask in fast-paced environment
- Strong problem-solving and conflict resolution abilities
- Associate's degree or equivalent professional certification
- Experience with remote support tools (Zoom, Slack, Teams)