Job Description
Join our award-winning remote team as a Senior Customer Support Specialist at DeltaTech Solutions! We're urgently hiring talented professionals in New Orleans to deliver exceptional customer experiences from the comfort of your home. This full-time remote role offers competitive compensation, comprehensive benefits, and career growth opportunities in a fast-paced tech environment. If you're passionate about problem-solving and thrive in virtual collaboration, apply today to become part of our innovative team!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95% satisfaction rate
- Document cases accurately in Salesforce and maintain detailed knowledge base articles
- Collaborate with engineering teams to escalate technical issues and track resolutions
- Mentor junior support agents and conduct weekly training sessions
- Analyze customer feedback trends to identify product improvement opportunities
- Meet or exceed SLA targets for response and resolution times
- Participate in 24/7 on-call rotation (1 week per month)
Qualifications
- 3+ years in customer support with SaaS product experience
- Proficiency in CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional written and verbal communication skills
- Ability to troubleshoot technical issues independently
- Experience with remote work tools (Slack, Zoom, Jira)
- Associate degree or equivalent experience required
- CompTIA A+ certification or equivalent technical knowledge
- Fluent in English with Spanish language skills a plus