Job Description
Are you ready for a career that offers stability, growth, and a great work-life balance?
We are a premier technology firm based in the heart of New York City, seeking a dedicated Customer Support Specialist to join our expanding team. This is a full-time position designed for professionals who want to earn a competitive salary while enjoying their weekends off.
Why Join Us?
- High-Performance Culture: Work with a modern, innovative team that values your input.
- Weekend Freedom: Enjoy a predictable schedule with Saturdays and Sundays completely off.
- Competitive Compensation: Earn between $60,000 and $75,000 annually based on experience.
- Comprehensive Benefits: Health, dental, vision, and 401(k) matching.
Role Overview:
In this role, you will be the first point of contact for our valued clients, ensuring their technical issues are resolved efficiently and professionally.
Responsibilities
- Handle a high volume of incoming customer inquiries via phone, email, and live chat.
- Diagnose and troubleshoot technical issues related to our SaaS platform.
- Log and manage all support tickets in our CRM system (Zendesk/Salesforce) with 100% accuracy.
- Escalate complex technical issues to the senior engineering team while keeping the customer informed.
- Contribute to the creation of knowledge base articles and FAQs.
- Maintain a deep understanding of product updates and features to provide accurate guidance.
Qualifications
- Minimum of 2 years of experience in technical support, customer service, or IT help desk.
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent written and verbal communication skills with a professional demeanor.
- Proficiency in using ticketing systems and CRM software.
- Ability to work a rotating weekend schedule (Saturday and Sunday) and holidays.
- High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.