Job Description
Join our remote team in Jacksonville, FL! Nexus Solutions Group is urgently hiring a Senior Customer Support Specialist to deliver exceptional service to our growing client base. This fully remote position offers competitive compensation and the flexibility to work from home while making a tangible impact. If you're passionate about problem-solving and thrive in a dynamic environment, apply today!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Collaborate with engineering teams to escalate technical issues and track resolutions
- Maintain detailed documentation in CRM systems (Salesforce experience required)
- Analyze support trends to identify process improvements and training opportunities
- Mentor junior support staff during peak hours and knowledge sessions
- Support 24/7 rotational on-call schedule (1 week/month)
Qualifications
- 5+ years of customer support experience in SaaS or tech environments
- Expert knowledge of Zendesk and Salesforce platforms
- Proven ability to de-escalate high-pressure situations
- Strong analytical skills with data interpretation experience
- Excellent written and verbal communication skills
- Ability to work independently with minimal supervision
- CompTIA A+ or equivalent certification preferred