Job Description
Join Apex Solutions Group's award-winning team as a Remote Customer Support Specialist and become part of Seattle's thriving tech community without leaving your home. We're hiring immediately to support our rapid growth and need dedicated professionals who deliver exceptional client experiences. This fully remote role offers competitive compensation, comprehensive benefits, and flexible hours to accommodate your lifestyle.
As a cornerstone of our client success team, you'll leverage cutting-edge CRM tools to resolve inquiries, build lasting relationships, and drive customer retention. Our collaborative culture values innovation and work-life balance, with quarterly team retreats and professional development opportunities. If you're passionate about problem-solving and thrive in a dynamic environment, this is your chance to make an immediate impact.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ first-contact resolution rate
- Manage and update client accounts in Salesforce, ensuring data accuracy and timely documentation
- Collaborate with cross-functional teams to resolve escalated issues and improve support workflows
- Identify upsell opportunities and contribute to revenue growth objectives
- Maintain detailed knowledge base articles and contribute to process improvement initiatives
- Meet weekly performance metrics including CSAT scores and response time targets
Qualifications
- 3+ years in customer support or client success roles with SaaS/tech industry experience
- Proficiency in CRM platforms (Salesforce, Zendesk, or HubSpot)
- Exceptional written and verbal communication skills with empathetic approach
- Strong problem-solving abilities and adaptability to changing priorities
- High-speed internet and dedicated home office setup
- Ability to work independently while collaborating effectively in remote teams
- Experience with ticket management systems and SLA adherence