Job Description
Join NexusConnect Solutions as a Senior Customer Experience Specialist and become the heart of our award-winning remote support team. Based in San Jose, you'll deliver exceptional service to tech industry clients while enjoying the flexibility of full-time remote work. We offer comprehensive benefits, professional development, and a collaborative virtual environment where your expertise directly impacts customer satisfaction and business growth.
Why NexusConnect?
- Industry-leading training and certification programs
- Clear career advancement pathways to leadership roles
- Modern home office stipend and tech equipment provided
- Health, dental, and vision insurance (100% employee coverage)
- 401(k) with company matching
Responsibilities
- Resolve complex customer inquiries across multiple channels (phone, email, chat) with empathy and technical precision
- Manage high-priority escalations and maintain detailed case documentation in Salesforce
- Proactively identify opportunities to improve customer journeys and share actionable insights
- Mentor junior specialists through knowledge sharing and shadowing sessions
- Collaborate with product teams to relay customer feedback and feature requests
- Maintain 95%+ CSAT scores and 90%+ first-contact resolution rate
- Participate in quarterly innovation sprints to enhance support workflows
Qualifications
- 3+ years in high-volume B2B customer support or technical support roles
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional verbal/written communication and conflict resolution skills
- Experience with SaaS products and basic troubleshooting methodologies
- Self-motivated with ability to thrive in remote work environments
- Associate degree or equivalent technical certification
- Spanish bilingual certification (strongly preferred)
- Proven ability to analyze customer data and drive process improvements