Job Description
Are you a natural problem-solver with a passion for delivering world-class service? Join Zenith Support Solutions, a fast-growing tech-enabled services firm in the heart of Austin. We are looking for an empathetic, articulate, and tech-savvy Customer Success Specialist to elevate the user experience for our global client base.
In this role, you won't just answer tickets; you will build relationships, solve complex challenges, and act as the voice of the customer within our product team.
Responsibilities
- Manage a high-volume queue of customer inquiries across email, chat, and phone channels.
- Identify and troubleshoot technical issues, escalating complex bugs to engineering when necessary.
- Proactively suggest improvements to our knowledge base and internal documentation.
- Maintain a high CSAT score while ensuring rapid resolution times.
- Collaborate with cross-functional teams to advocate for customer feature requests.
- Provide personalized product onboarding sessions for premium enterprise clients.
- Stay updated on product releases and platform updates to provide accurate guidance.
Qualifications
- 2+ years of experience in customer support, success, or a client-facing role.
- Exceptional written and verbal communication skills with a focus on professional empathy.
- Strong technical aptitude; ability to quickly learn new software and SaaS platforms.
- Proven ability to thrive in a fast-paced, metrics-driven environment.
- Experience with CRM software (e.g., Zendesk, Salesforce, or Intercom).
- Bachelor’s degree or equivalent practical experience.
- Strong organizational skills with an ability to manage competing priorities effectively.