Job Description
Join TechFlow Solutions as a Remote Customer Support Specialist and become an integral part of our award-winning team! We're seeking a tech-savvy professional with exceptional communication skills to deliver outstanding customer experiences. This immediate hire opportunity offers the flexibility of remote work while supporting our Long Beach-based clients. Enjoy competitive compensation, comprehensive benefits, and a dynamic culture that values innovation and work-life balance.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95% first-contact resolution rate
- Utilize Salesforce and Zendesk platforms to document cases and track resolution metrics
- Collaborate with engineering teams to escalate technical issues and implement solutions
- Develop and maintain detailed knowledge base articles for internal training
- Monitor support queues to maintain SLA compliance and customer satisfaction scores
- Contribute to process improvements through data analysis and feedback
- Train junior support staff on product features and troubleshooting protocols
Qualifications
- 3+ years of customer support experience with SaaS products
- Proficiency in CRM tools (Salesforce) and ticketing systems
- Exceptional written and verbal communication skills
- Strong problem-solving abilities with analytical mindset
- Experience working in fully remote environments
- Ability to work flexible hours including weekends as needed
- Bachelor's degree in Business, IT, or related field preferred
- Technical certification (e.g., Google IT Support) a plus