Job Description
Join TechFlow Solutions' dynamic remote team as a Senior Customer Support Specialist! We're revolutionizing tech support with cutting-edge AI tools and human-centric approaches. As a 100% remote role based in Texas, you'll receive a fully equipped home office setup including ergonomic chair, dual monitors, noise-canceling headphones, and high-speed internet reimbursement. This is your opportunity to grow professionally while maintaining work-life balance in the comfort of your home.
We're seeking empathetic problem-solvers who thrive in virtual environments. Our comprehensive onboarding program includes 2 weeks of paid training and ongoing professional development. Enjoy flexible scheduling, quarterly team-building events, and competitive benefits including health insurance and retirement matching.
Responsibilities
- Resolve complex technical issues via phone, chat, and email with first-contact resolution rate above 85%
- Document support cases using our proprietary CRM system with detailed troubleshooting steps
- Collaborate with engineering teams to escalate critical bugs and improve product features
- Mentor junior support staff through knowledge sharing and peer review sessions
- Analyze customer feedback trends to identify product improvement opportunities
- Maintain SLA compliance with average response time under 15 minutes
- Participate in quarterly cross-departmental innovation workshops
Qualifications
- 3+ years of enterprise-level technical support experience
- Proficiency in CRM platforms (Salesforce preferred) and diagnostic tools
- CompTIA A+ or equivalent technical certification required
- Exceptional written communication skills with native English fluency
- Proven ability to de-escalate high-stress customer situations
- Self-motivated with demonstrated remote work success
- Experience with ticketing systems (Zendesk/Jira) and automation workflows
- Texas residency required for equipment delivery