Job Description
Join our award-winning customer experience team at NexusTech Solutions! We're seeking passionate individuals to deliver exceptional support to our growing client base in Albuquerque. This hybrid role combines remote flexibility with in-office collaboration at our downtown Albuquerque hub. You'll be the voice of our brand, resolving inquiries with empathy and technical precision while contributing to our industry-leading satisfaction metrics.
We offer comprehensive training, career advancement pathways, and a vibrant workplace culture focused on employee growth. If you thrive in dynamic environments and excel at turning challenges into opportunities, we encourage you to apply immediately!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rating
- Document cases in Salesforce CRM while maintaining accurate resolution metrics
- Collaborate with technical teams to escalate unresolved issues within SLA
- Identify process improvement opportunities to enhance support efficiency
- Mentor new team members on product knowledge and best practices
- Contribute to knowledge base documentation and training materials
- Participate in quarterly customer feedback analysis initiatives
Qualifications
- 2+ years experience in high-volume customer support or technical support roles
- Proficiency with CRM platforms (Salesforce preferred) and helpdesk software
- Exceptional problem-solving skills with ability to de-escalate tense situations
- Strong written and verbal communication skills in English
- High school diploma or equivalent; associate's degree preferred
- Experience working in SaaS or technology sector highly desirable
- Ability to work flexible shifts including weekends and holidays as needed
- Basic familiarity with networking concepts and diagnostic tools