Job Description
Join TechFlow Solutions' award-winning remote team in Portland! We're urgently hiring a Senior Customer Support Specialist to deliver exceptional experiences for our enterprise clients. This 100% remote role offers competitive compensation, flexible scheduling, and comprehensive benefits including health insurance and professional development stipends. Be part of a culture that values innovation and work-life balance while making a tangible impact on customer satisfaction.
Responsibilities
- Resolve complex technical issues via phone, email, and chat with 95% first-contact resolution rate
- Document cases in Salesforce and provide detailed knowledge base contributions
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Mentor junior support staff and conduct weekly training sessions
- Analyze support metrics to identify process improvement opportunities
- Develop customer training materials and product tutorials
- Participate in 24/7 on-call rotation (1 week/month)
Qualifications
- 5+ years in technical customer support with SaaS experience
- Expert proficiency in CRM tools (Salesforce preferred) and Jira
- Strong troubleshooting skills for cloud infrastructure and APIs
- Excellent written and verbal communication abilities
- Experience with remote team collaboration tools (Slack, Zoom)
- Ability to work independently with minimal supervision
- Bachelor's degree in Computer Science or related field
- CompTIA Network+ or AWS Certified Cloud Practitioner certification