Job Description
Join Omaha Connect Solutions as a Senior Customer Support Specialist and make an immediate impact in our dynamic remote team. We're seeking a passionate professional to deliver exceptional service while working from anywhere in the United States. This is a rare opportunity to join a rapidly growing tech company with a commitment to work-life balance and career advancement.
Our ideal candidate thrives in fast-paced environments and possesses exceptional problem-solving skills. You'll be the first point of contact for our valued clients, resolving technical issues with empathy and efficiency. Enjoy flexible hours, comprehensive benefits, and the chance to shape our support strategy from day one.
Responsibilities
- Manage high-volume customer inquiries via phone, email, and chat with 95%+ resolution rate
- Diagnose complex technical issues using proprietary CRM and diagnostic tools
- Collaborate with engineering teams to escalate unresolved bugs and feature requests
- Mentor junior support staff and contribute to knowledge base documentation
- Analyze customer feedback to identify trends and service improvement opportunities
- Maintain detailed case notes in Salesforce with 100% accuracy
- Support 24/7 on-call rotation (1 week per month)
Qualifications
- 5+ years of technical customer support experience in SaaS environment
- Expertise in CRM platforms (Salesforce preferred) and ticketing systems
- Strong troubleshooting skills for cloud infrastructure and API integrations
- Excellent written and verbal communication with professional demeanor
- Ability to remain calm under pressure during critical incidents
- CompTIA A+ or AWS Certified Cloud Practitioner certification required
- Experience with remote team collaboration tools (Slack, Zoom, Asana)
- Authorized to work in the United States immediately