Job Description
We are seeking a Senior Customer Support Specialist to join the Nexus Support Solutions team. In this pivotal role, you will serve as the primary point of contact for our clients, ensuring their inquiries are resolved with speed, empathy, and expertise. We pride ourselves on delivering world-class support, and we are looking for a dedicated professional who thrives in a fast-paced, collaborative environment.
Why Join Us?
- Competitive Compensation: Salary range of $45,000 - $65,000 USD.
- Professional Growth: Clear career progression paths and ongoing training.
- Modern Work Environment: State-of-the-art office located in the heart of Manhattan.
If you have a passion for problem-solving and a knack for making customers feel valued, we want to hear from you.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and live chat with a focus on resolution and satisfaction.
- Diagnose complex customer issues and provide technical solutions or escalate to Tier 2 teams when necessary.
- Maintain accurate and up-to-date records of all customer interactions within the CRM system.
- Act as a subject matter expert on our products and services, conducting regular product training sessions.
- Collaborate cross-functionally with the Sales and Product teams to identify trends and improve service delivery.
- Resolve customer complaints and ensure high retention rates by exceeding service level agreements (SLAs).
Qualifications
- Minimum of 3-5 years of experience in customer service, technical support, or a related field.
- Proven track record of delivering exceptional customer experiences and managing high-pressure situations.
- Strong written and verbal communication skills in English; bilingual is a plus.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Ability to troubleshoot technical issues and think critically to provide innovative solutions.
- High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.