Job Description
Join NexusConnect's dynamic remote team as we urgently expand our Oakland-based customer support operations! We're seeking a tech-savvy professional to deliver exceptional service to enterprise clients while working from anywhere in California. Enjoy competitive compensation, flexible hours, and comprehensive benefits while making an immediate impact in a fast-growing SaaS environment.
Why Apply? Immediate start | Remote-first culture | Career advancement opportunities | Health/dental/vision included | 401(k) matching
Responsibilities
- Resolve complex technical issues via phone, email, and chat with 95% customer satisfaction rate
- Document cases in Zendesk and collaborate with engineering teams for escalations
- Train new customers on platform features during onboarding sessions
- Analyze support metrics to identify process improvement opportunities
- Maintain expert knowledge of product updates and troubleshooting protocols
- Contribute to knowledge base articles and FAQ documentation
Qualifications
- 3+ years B2B technical support experience in SaaS or software industry
- Proficiency with CRM tools (Zendesk/Salesforce) and ticketing systems
- Exceptional written and verbal communication skills
- Experience working remotely with asynchronous communication tools
- Ability to troubleshoot API integrations and cloud infrastructure issues
- Bachelor's degree in Computer Science or related field preferred
- CompTIA A+/Network+ certification or equivalent