Job Description
Immediate opening for a Senior Customer Support Specialist to join our remote-first team! As a key member of our Customer Experience department, you'll resolve complex customer inquiries and drive satisfaction through innovative solutions. This 100% remote role offers flexible hours and competitive benefits. Join our award-winning Indianapolis-based company and make an impact from home.
Responsibilities
- Resolve Tier 3 customer issues via phone, email, and chat with 95% resolution rate
- Develop and implement knowledge base articles to reduce support tickets
- Collaborate with engineering teams to escalate product bugs and feature requests
- Mentor junior support agents and conduct weekly training sessions
- Analyze customer feedback to identify systemic improvement opportunities
- Manage VIP client relationships with personalized support strategies
Qualifications
- 5+ years of enterprise-level customer support experience
- Advanced proficiency in Zendesk and Salesforce CRM platforms
- Exceptional written and verbal communication skills
- Proven ability to de-escalate complex technical issues
- Experience with remote team collaboration tools (Slack, Zoom)
- Bachelor's degree in Business, Communications, or related field
- Industry certification (e.g., HDI Support Center Certification) preferred