Job Description
Join our dynamic team at Apex Solutions Group as a Senior Customer Support Specialist and help us revolutionize remote work experiences in Milwaukee! We're urgently hiring talented professionals to deliver exceptional support to our growing client base. This 100% remote position offers competitive compensation, comprehensive benefits, and the flexibility to excel from home while making a real impact.
Why Apply?
• Immediate start opportunity
• Industry-leading training and career growth
• Collaborative remote culture with weekly virtual team events
• Health, dental, and vision insurance + 401K matching
• Home office equipment stipend
Responsibilities
- Resolve complex technical and account-related inquiries via phone, email, and chat
- Act as primary escalation point for Tier 2 support issues
- Develop and maintain detailed documentation of troubleshooting processes
- Collaborate with engineering teams to identify product improvement opportunities
- Mentor junior support staff on best practices and escalation protocols
- Analyze support metrics to identify trends and implement efficiency solutions
- Contribute to knowledge base articles and training materials
Qualifications
- 3+ years in customer support with SaaS or tech experience
- Expert-level troubleshooting skills for Windows/macOS environments
- Proven ability to manage high-volume ticket queues under SLAs
- Experience with CRM platforms (Salesforce preferred)
- Exceptional written and verbal communication skills
- Relevant certifications (CompTIA A+/Google IT Support) strongly preferred
- Ability to work independently with minimal supervision
- Must reside in Wisconsin and have reliable high-speed internet