Job Description
Join TechCorp Solutions as a Customer Support Specialist and become the voice of our innovative tech platform! We're seeking empathetic problem-solvers to deliver exceptional experiences to our global user base. This hybrid role offers competitive compensation, comprehensive benefits, and clear growth pathways within our rapidly expanding company. If you thrive in dynamic environments and are passionate about turning customer challenges into opportunities, we want you on our team!
Responsibilities
- Resolve complex customer inquiries via email, chat, and phone with 95%+ satisfaction rates
- Document support cases in CRM systems and identify recurring issues for product improvement
- Collaborate with engineering teams to escalate technical bugs with detailed diagnostics
- Train customers on platform features through personalized onboarding sessions
- Analyze support metrics to develop proactive solutions for common pain points
- Maintain 99% SLA adherence while maintaining quality-first approach
Qualifications
- 3+ years B2B SaaS customer support experience with ticketing systems (Zendesk/Jira)
- Expertise in conflict resolution techniques with demonstrated de-escalation success
- Advanced proficiency in CRM platforms and data analysis tools (e.g., Tableau)
- Ability to work cross-functionally in agile environments with minimal supervision
- Professional fluency in English; Spanish/French highly desirable
- Technical certification in cloud platforms (AWS/Azure) or equivalent experience