Job Description
Join our award-winning customer experience team as a Senior Customer Support Specialist! We're seeking passionate professionals to deliver exceptional remote support from the comfort of your home office. As a key member of our New York-based team, you'll transform customer interactions into loyalty-building moments while enjoying competitive compensation, comprehensive benefits, and flexible scheduling. Our cutting-edge virtual infrastructure ensures seamless connectivity while prioritizing work-life balance.
Why Join Us?
• Industry-leading remote work technology
• Health/dental/vision insurance (100% employee covered)
• $1,500 annual home office stipend
• Professional development stipend
• Monthly virtual team-building events
Responsibilities
- Resolve complex customer inquiries via phone, email, and live chat with 95%+ satisfaction rates
- Manage high-volume support tickets using Zendesk and Salesforce CRM platforms
- Identify and escalate technical issues to Tier 2 engineering teams with detailed documentation
- Maintain accurate customer records and update ticket statuses in real-time
- Contribute to knowledge base creation and process improvement initiatives
- Collaborate with cross-functional teams on product enhancement feedback
- Maintain strict compliance with HIPAA and PCI-DSS security protocols
Qualifications
- 3+ years of customer service experience in B2B/SaaS environments
- Proven ability to resolve technical issues with minimal supervision
- Expertise in Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills
- Strong problem-solving abilities with analytical thinking
- Ability to work independently in a remote setting
- Professional demeanor under pressure during peak service periods
- High-speed internet connection (minimum 50 Mbps) and quiet home office space