Job Description
Join our award-winning remote customer support team and transform how we serve clients across the tech industry. As a Senior Customer Support Representative at Apex Solutions Group, you'll be the voice of innovation for Fortune 500 companies while enjoying the flexibility of a fully remote position based in San Jose's thriving tech ecosystem. We're seeking empathetic problem-solvers who thrive in dynamic environments and want to make a tangible impact on customer satisfaction.
Why Apex Solutions Group?
- Industry-leading compensation package with uncapped commission potential
- Comprehensive benefits including medical, dental, and 401(k) matching
- Professional development stipend for certifications
- Monthly virtual team-building events and wellness stipends
- Home office equipment reimbursement program
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95% first-contact resolution rate
- Document interactions in CRM system with precision and attention to detail
- Collaborate with technical teams to resolve escalated issues within SLAs
- Proactively identify upsell opportunities based on customer needs
- Maintain average handle time of 5-7 minutes while maintaining quality standards
- Participate in weekly training on product updates and communication techniques
- Contribute to knowledge base articles and process improvements
Qualifications
- 3+ years of customer support experience in SaaS or tech industry
- Proven track record of exceeding customer satisfaction metrics (CSAT >90%)
- Proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional written and verbal communication skills
- Ability to work independently in a remote environment with minimal supervision
- Strong problem-solving skills with analytical mindset
- Spanish bilingual certification preferred
- High-speed internet connection (minimum 50 Mbps)