Job Description
Join NexusConnect Solutions, a global leader in digital transformation, as we revolutionize customer engagement through cutting-edge technology. Our Austin-based team thrives on innovation, collaboration, and delivering exceptional experiences. As a Customer Experience Specialist, you'll be the voice of our brand, transforming customer interactions into lasting relationships while contributing to our award-winning service culture.
We offer competitive benefits, flexible work arrangements, and continuous learning opportunities in a modern, inclusive environment. If you're passionate about problem-solving and elevating customer satisfaction, this role is your gateway to growth in one of America's most dynamic tech hubs.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat channels
- Resolve complex technical issues with empathy and efficiency
- Document interactions and identify process improvement opportunities
- Collaborate with product teams to escalate recurring concerns
- Maintain detailed case records in Salesforce CRM
- Contribute to knowledge base development and training materials
- Meet/exceed performance metrics (CSAT, FCR, AHT)
Qualifications
- 3+ years in customer service or technical support roles
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional written and verbal communication skills
- Experience in SaaS or tech industry preferred
- Ability to thrive in fast-paced, data-driven environments
- Certification in customer experience (CX) a plus
- Strong problem-solving and conflict resolution abilities
- Fluency in English and Spanish highly valued