Job Description
Join our dynamic remote team as an urgent hire for our Senior Customer Support Specialist position. We're seeking a tech-savvy professional to deliver exceptional service to our growing client base in the Tucson area. This full-time remote role offers competitive compensation and the flexibility to work from home while making a tangible impact.
Apex Solutions Inc. is a rapidly expanding tech company specializing in cloud-based solutions. We pride ourselves on innovation and employee growth, offering comprehensive benefits and a supportive virtual work environment. As a key member of our support team, you'll be instrumental in maintaining our industry-leading customer satisfaction rates.
Responsibilities
- Resolve complex technical issues via phone, email, and chat for enterprise clients
- Document cases meticulously in CRM systems and identify process improvement opportunities
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Mentor junior support staff and conduct knowledge base updates
- Analyze support metrics to develop proactive customer retention strategies
- Participate in after-hours rotational on-call support duties
Qualifications
- 3+ years of enterprise-level customer support experience
- Proficiency with Zendesk, Salesforce, and Jira ticketing systems
- Exceptional written and verbal communication skills
- Certification in ITIL or CompTIA A+ preferred
- Strong analytical abilities with data-driven problem-solving approach
- Experience working in fully remote teams with asynchronous communication
- Must be based in Tucson, AZ area with reliable high-speed internet