Job Description
Join our award-winning remote customer support team and deliver exceptional experiences to clients across the Philadelphia metro area! NexGen Solutions Inc. is seeking a dedicated Senior Customer Support Specialist to resolve complex inquiries, drive customer satisfaction, and contribute to our industry-leading service standards. This fully remote position offers competitive compensation, comprehensive benefits, and growth opportunities within a dynamic tech environment.
Responsibilities
- Resolve high-priority customer inquiries via phone, email, and chat with 95%+ resolution rate
- Document cases accurately in Salesforce and identify process improvement opportunities
- Collaborate with technical teams to troubleshoot escalated product issues
- Maintain detailed knowledge base articles and training materials
- Proactively identify cross-sell opportunities for premium service packages
- Contribute to monthly team performance metrics and client satisfaction scores
- Mentor junior support staff during peak demand periods
Qualifications
- 3+ years of customer support experience in SaaS or tech industry
- Proficiency with CRM platforms (Salesforce preferred) and helpdesk tools
- Exceptional conflict resolution skills with proven client retention record
- Ability to work independently in remote environment with minimal supervision
- Strong analytical skills for identifying trends and root causes
- Excellent written and verbal communication skills
- Associate degree or equivalent experience required
- Philadelphia residency strongly preferred