Job Description
Join ApexConnect Solutions as a Senior Customer Support Specialist and transform how we serve clients across Denver, New York, and remote teams! We're seeking dynamic professionals to deliver exceptional service in our hybrid work environment. Enjoy competitive benefits, career growth opportunities, and the flexibility of remote or onsite work in our state-of-the-art Denver facility.
Why Join Us?
- Hyework model: 3 days remote/2 days onsite (Denver or NYC offices)
- Comprehensive health, dental, and vision insurance
- 401(k) with 6% company match
- Annual professional development stipend
- Employee wellness programs and team-building events
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve technical issues for enterprise clients using CRM and ticketing systems
- Mentor junior agents and contribute to process improvement initiatives
- Collaborate with cross-functional teams to resolve escalated customer concerns
- Meet/exceed performance metrics (AHT, FCR, CSAT)
- Document case details accurately in Salesforce and knowledge base
- Participate in weekly training sessions to enhance product knowledge
Qualifications
- 3+ years of customer support experience in high-volume call centers
- Proficiency with CRM platforms (Salesforce/Zendesk) and VoIP systems
- Exceptional communication skills with neutral English accent
- Ability to work independently in remote settings and onsite in Denver/NYC
- Technical aptitude for troubleshooting software/hardware issues
- High school diploma or equivalent; bachelor's preferred
- Experience in SaaS or telecommunications industries
- Availability for flexible shifts (including weekends)