Job Description
Join Our Remote Team in Louisville, KY or Virginia! NexusConnect Solutions is urgently hiring a talented Remote Customer Support Specialist with flexible hours. This is your opportunity to deliver exceptional service while enjoying the freedom to work from home or our vibrant Louisville/KY or Virginia offices. We're seeking a proactive problem-solver to join our dynamic team immediately!
Why Work With Us? Enjoy competitive pay, full benefits, and a flexible schedule that adapts to your life. Our culture values innovation, collaboration, and work-life balance. As a rapidly growing tech company, we offer clear career paths and opportunities for advancement.
What You'll Do: Provide world-class support to our clients via phone, email, and chat. Troubleshoot technical issues with empathy and efficiency. Document interactions and contribute to process improvements. Collaborate with cross-functional teams to resolve complex challenges.
Responsibilities
- Deliver exceptional customer support across multiple channels (phone, email, live chat)
- Diagnose and resolve technical issues with software, hardware, and network systems
- Document all interactions in our CRM system with detailed notes and resolutions
- Collaborate with engineering and product teams to escalate complex issues
- Continuously update knowledge base with new solutions and best practices
- Meet or exceed key performance metrics (CSAT, resolution time, SLAs)
- Contribute to process improvement initiatives to enhance support efficiency
Qualifications
- 3+ years of customer support experience in remote or hybrid environments
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems
- Strong troubleshooting skills for Windows/macOS, networking, and cloud services
- Excellent written and verbal communication skills with emotional intelligence
- Ability to work independently while collaborating effectively in a virtual team
- Comfortable with flexible schedules including evenings/weekends as needed
- CompTIA A+ or equivalent technical certification preferred