Job Description
Join TechConnect Solutions, an industry leader in innovative tech support, as a Senior Customer Service Representative. We're seeking empathetic professionals to deliver exceptional remote support from the comfort of your home office. In this pivotal role, you'll be the voice of our brand, resolving complex inquiries while driving customer loyalty through personalized solutions. Enjoy competitive compensation, comprehensive benefits, and a flexible remote work environment. If you thrive in dynamic settings and possess a passion for customer advocacy, this is your opportunity to excel in San Francisco's vibrant tech ecosystem.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Document interactions in CRM systems while maintaining accuracy and compliance
- Collaborate with technical teams to troubleshoot escalated issues
- Identify upsell opportunities through needs-based product recommendations
- Maintain performance metrics including CSAT and FCR targets
- Contribute to process improvements through feedback and innovation
Qualifications
- 3+ years of customer service experience in tech or SaaS industry
- Proficiency with CRM platforms (Salesforce preferred) and helpdesk tools
- Exceptional problem-solving skills with ability to remain calm under pressure
- Strong written and verbal communication skills
- High-speed internet connection and dedicated home office space
- Ability to work flexible hours including weekends as needed
- Associate degree or equivalent professional certification