Job Description
Join NexusTech Solutions as a Customer Support Specialist and become the voice of our innovative platform in the heart of Oakland! We're seeking empathetic problem-solvers to deliver exceptional experiences for our rapidly growing user base. This is your chance to thrive in a collaborative, tech-forward environment while making tangible impacts on customer satisfaction and business growth. Immediate start available!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction ratings
- Document cases meticulously in Zendesk and contribute to knowledge base improvements
- Collaborate with engineering teams to escalate technical bugs and feature requests
- Proactively identify upsell opportunities for premium service tiers
- Maintain SLA compliance while handling 40+ daily interactions
- Participate in weekly training on product updates and communication techniques
- Analyze support trends to recommend process optimizations
Qualifications
- 2+ years B2B SaaS support experience with CRM tools (Zendesk/Salesforce)
- Exceptional written and verbal communication skills
- Proficiency in troubleshooting macOS/Windows and mobile ecosystems
- Experience with ticketing systems and SLA management
- Strong analytical abilities with data-driven decision making
- Relevant certifications (e.g., HDI, CompTIA A+)
- Spanish bilingual proficiency highly valued
- Valid California driver's license (occasional onsite support required)