Job Description
We are seeking a highly motivated Technical Support Specialist to join our elite New York team. At Apex Digital Solutions, we don't just handle tickets; we build relationships and solve complex technical issues with empathy and precision. Join a company that values your expertise and offers a clear path for career growth.
Responsibilities
- Diagnose and troubleshoot complex technical issues via phone, email, and live chat.
- Provide world-class customer service, maintaining a 100% satisfaction rating.
- Document all interactions and resolutions in our CRM system accurately and timely.
- Collaborate with cross-functional teams to improve product features and service protocols.
- Handle escalations from junior agents to ensure comprehensive issue resolution.
- Identify upsell and cross-sell opportunities to enhance customer value.
Qualifications
- High School Diploma or GED equivalent; Associate’s or Bachelor’s degree preferred.
- Minimum of 1-2 years of experience in a technical support or BPO environment.
- Exceptional verbal and written communication skills with a neutral accent.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
- Strong troubleshooting skills across desktops, mobile devices, and software applications.
- Ability to work flexible shifts, including evenings and weekends.