Job Description
Join our award-winning team as a Customer Support Specialist in Atlanta! We're seeking a tech-savvy professional to deliver exceptional customer experiences and drive satisfaction. This is your chance to join a rapidly growing tech company with immediate openings and career growth potential.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Master and troubleshoot our proprietary SaaS platform and third-party integrations
- Document all interactions in Zendesk with precision and efficiency
- Collaborate with engineering teams to escalate technical bugs and feature requests
- Proactively identify upsell opportunities for existing clients
- Maintain detailed knowledge base documentation
- Maintain SLA metrics for first-contact resolution and response times
Qualifications
- 2+ years experience in technical customer support or SaaS environment
- Expertise in CRM systems (Zendesk preferred) and ticket management
- Proficiency in troubleshooting web applications, APIs, and integrations
- Exceptional written and verbal communication skills
- Ability to work rotating shifts including weekend coverage
- CompTIA A+ certification or equivalent technical certification
- Experience with Jira and Salesforce a plus
- Authorized to work in the United States