Job Description
Join our dynamic remote team immediately! TechFlow Solutions is urgently hiring a Senior Customer Support Specialist to deliver exceptional service to our Fortune 500 clients. This 100% remote position offers the flexibility to work from anywhere in Fort Worth while supporting cutting-edge SaaS platforms. Enjoy competitive benefits, career growth opportunities, and a collaborative virtual environment designed for high achievers.
Why You'll Love Working With Us: Flexible schedule, comprehensive health insurance, professional development stipends, and quarterly team-building events. We're committed to your success and work-life balance!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Document cases in Salesforce and identify opportunities for process improvement
- Collaborate with engineering teams to escalate technical issues and track resolutions
- Mentor junior support staff and contribute to knowledge base articles
- Analyze customer feedback trends to inform product enhancements
- Maintain SLA compliance for response and resolution times
Qualifications
- 5+ years in technical customer support with SaaS experience
- Expertise in CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional written and verbal communication skills
- Ability to troubleshoot complex technical issues independently
- Proven track record of exceeding customer satisfaction goals
- Proficiency in remote collaboration tools (Slack, Zoom, Jira)
- US citizenship required for client compliance