Job Description
Join Coastal Tech Solutions as a Remote Customer Support Specialist and become part of our award-winning team! We're seeking a dynamic professional to deliver exceptional customer experiences while working fully remotely from anywhere in the United States. This immediate hire opportunity offers competitive compensation, comprehensive benefits, and a collaborative virtual environment. Help us maintain our 98% customer satisfaction rate while advancing your career in a growing tech company.
What We Offer:
- Competitive salary + performance bonuses
- 100% remote work flexibility
- Health, dental, and vision insurance
- 401(k) with company match
- Professional development stipend
Responsibilities
- Resolve customer inquiries via phone, email, and chat with <90s response times
- Document cases in Zendesk and maintain detailed knowledge base articles
- Collaborate with engineering teams to escalate complex technical issues
- Proactively identify process improvements to enhance customer satisfaction
- Conduct quarterly customer satisfaction surveys and analyze feedback trends
- Maintain 95%+ CSAT score and <2% ticket escalation rate
- Train new support agents on product knowledge and best practices
Qualifications
- 3+ years of customer support experience in SaaS or tech
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills
- Experience working remotely with asynchronous communication tools
- Strong problem-solving abilities with technical troubleshooting aptitude
- Ability to work flexible hours including weekends as needed
- Google Workspace or Microsoft 365 certification preferred
- Passion for customer advocacy and continuous improvement