Job Description
Join Nexus Dynamics as a Customer Experience Specialist and become the voice of innovation! We're a cutting-edge tech company transforming how businesses connect with their clients. In this pivotal role, you'll deliver exceptional support to our global customer base while collaborating with dynamic teams in our vibrant Austin headquarters. Enjoy competitive benefits, professional development opportunities, and a culture where your growth is prioritized. If you're passionate about turning challenges into triumphs, apply today!
Responsibilities
- Resolve complex customer inquiries via phone, email, and live chat with empathy and efficiency
- Document interactions in Salesforce while maintaining precise case histories
- Collaborate with technical teams to troubleshoot product issues and implement solutions
- Analyze customer feedback to identify trends and propose service improvements
- Train new team members on service protocols and product knowledge
- Meet/exceed KPIs including CSAT, FCR, and response time metrics
Qualifications
- 3+ years in B2B customer service or tech support role
- Proficiency with CRM platforms (Salesforce preferred) and helpdesk tools
- Exceptional written and verbal communication skills
- Calm demeanor under pressure with strong conflict resolution abilities
- Associate degree or equivalent professional experience required
- Experience with SaaS products or enterprise software
- Spanish fluency is highly desirable