Job Description
Are you a problem-solving enthusiast who thrives on delivering exceptional user experiences? Apex Solutions Inc. is seeking a Senior Customer Support Specialist to join our expanding team in Austin. We believe in empowering our team to build lasting relationships with our clients through empathy and technical expertise.
As a pivotal member of our support team, you will be the voice of our brand, ensuring our customers feel heard and valued. You will handle complex inquiries, mentor junior staff, and act as a bridge between our clients and our product development teams.
Responsibilities
- Manage a high volume of customer inquiries via email, chat, and phone with a focus on first-contact resolution.
- Diagnose and troubleshoot complex technical issues for our SaaS platform, escalating when necessary.
- Collaborate with product and engineering teams to document bugs and suggest feature improvements.
- Maintain accurate records in our CRM system (Salesforce/Zendesk) and ensure data integrity.
- Conduct training sessions for new support staff and share knowledge base articles.
Qualifications
- Minimum of 3 years of experience in Customer Service or Technical Support.
- Strong written and verbal communication skills with a proven ability to de-escalate tense situations.
- Familiarity with CRM tools (Salesforce, HubSpot, Zendesk) and ticketing systems.
- Proficiency in MS Office Suite and Google Workspace.
- Ability to work independently in a remote-first environment with high autonomy.