Job Description
Are you a problem-solver with a passion for delivering exceptional user experiences?
Nexus Support Systems is looking for a dedicated Customer Support Specialist to join our growing team. In this role, you will be the voice of our brand, ensuring our clients feel heard, valued, and resolved.
We believe in a modern, empathetic approach to support, where your feedback directly influences product improvements.
Responsibilities
- Manage high-volume inbound inquiries via email, chat, and phone with a focus on first-contact resolution.
- Diagnose and troubleshoot technical issues for clients, escalating complex cases to the technical team when necessary.
- Maintain accurate records in our CRM systems (Salesforce/Zendesk) to track customer interactions and satisfaction levels.
- Collaborate with cross-functional teams (Product, Sales, Engineering) to identify recurring customer pain points.
- Contribute to knowledge base articles, helping to empower self-service for future customers.
Qualifications
- Proven experience in customer service or technical support (2+ years preferred).
- Excellent written and verbal communication skills in English.
- Proficiency with CRM software and ticketing systems (e.g., Salesforce, HubSpot, Zendesk).
- Strong analytical thinking and the ability to deconstruct complex problems into simple solutions.
- High school diploma or equivalent; post-secondary education in a related field is a plus.