Job Description
Welcome to Apex Tech Solutions, where we are redefining the standard for exceptional customer support. We are currently seeking a Sr. Customer Service Representative to join our dynamic team in the heart of San Jose, CA. If you have a passion for solving complex problems and delighting customers with your expertise, we want to hear from you.
As a key member of our support team, you will be the voice and face of our brand, ensuring every client interaction is seamless, professional, and memorable. We offer a hybrid work model, competitive benefits, and a culture that values innovation and empathy.
Why Join Us?
- Competitive hourly wage with performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Professional development opportunities and career growth.
- Modern, collaborative work environment in San Jose.
Ready to take your customer service career to the next level? Apply today!
Responsibilities
- Manage a high volume of inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose and resolve complex technical issues and account-related questions for our enterprise clients.
- Accurately document all interactions and resolutions in the CRM system to maintain up-to-date customer records.
- Collaborate with cross-functional teams, including Product and Sales, to escalate feedback and improve service offerings.
- Maintain a deep knowledge of our products and services to provide accurate, product-specific guidance.
- Adhere to all company policies, procedures, and quality assurance standards.
Qualifications
- High School Diploma or GED required; Associate’s or Bachelor’s degree in a related field is a plus.
- Minimum of 2 years of proven experience in customer service or technical support.
- Strong verbal and written communication skills with the ability to explain complex concepts simply.
- Proficiency with CRM software (e.g., Salesforce, Zendesk, or Intercom).
- Ability to work independently and collaboratively in a fast-paced, remote/hybrid environment.
- Problem-solving mindset with a patient and empathetic demeanor.