Job Description
Join BaltiTech Solutions as a Senior Customer Support Specialist and become part of our award-winning remote team! We're urgently hiring talented professionals to deliver exceptional customer experiences from the comfort of your home office. This full-time position offers competitive compensation, comprehensive benefits, and growth opportunities in a supportive virtual environment. Help us transform how businesses interact with their customers while advancing your career in a dynamic, fast-paced setting.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document cases meticulously in Salesforce and escalate technical issues to Tier 2 support
- Train junior team members on new product features and support protocols
- Analyze customer feedback trends to improve service quality and reduce resolution time
- Collaborate with product teams to identify and document recurring product issues
- Maintain SLA compliance with average first-response time under 15 minutes
- Participate in monthly virtual team meetings and professional development workshops
Qualifications
- 3+ years of technical customer support experience in SaaS or tech industry
- Proficiency with CRM platforms (Salesforce, Zendesk) and ticketing systems
- Exceptional written and verbal communication skills with empathetic approach
- Proven ability to troubleshoot complex technical issues independently
- Remote work experience with reliable high-speed internet and quiet workspace
- Strong analytical skills with attention to detail and process improvement mindset
- Ability to work flexible hours including some weekends during peak seasons