Job Description
Join Phoenix Connect Solutions as a Senior Customer Support Specialist and revolutionize remote customer service excellence! We're seeking dynamic professionals to deliver premium support experiences from the comfort of your home office. This full-time role offers competitive compensation, comprehensive benefits, and career growth opportunities in a thriving tech hub. Be part of an award-winning team that values innovation, empathy, and results-driven problem-solving.
Responsibilities
- Handle complex customer inquiries via phone, email, and chat with 95%+ satisfaction metrics
- Resolve technical issues for enterprise clients using CRM and ticketing systems
- Document interactions and maintain accurate customer records in Salesforce
- Collaborate with cross-functional teams to escalate and resolve systemic issues
- Mentor junior agents on best practices and company protocols
- Analyze customer feedback trends to improve service quality
- Meet/exceed KPIs including AHT, FCR, and CSAT targets
Qualifications
- 3+ years of high-volume call center or technical support experience
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional verbal/written communication and active listening skills
- Ability to troubleshoot technical issues independently
- Strong problem-solving abilities with customer-focused mindset
- High-speed internet and quiet home office environment required
- Flexibility to work evenings/weekends as needed
- Relevant certifications (e.g., HDI, CCXP) a plus