Job Description
Join NexusConnect Solutions, a leading tech services provider in Silicon Valley, as a Customer Service Representative. We're seeking empathetic and tech-savvy professionals to deliver exceptional support to our diverse client base. Enjoy competitive compensation, comprehensive benefits, and opportunities for career growth in our modern downtown San Jose office.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95% satisfaction rate
- Utilize Salesforce CRM to document interactions and track resolution metrics
- Collaborate with technical teams to troubleshoot complex product issues
- Proactively identify upsell opportunities for premium services
- Maintain detailed case notes and update ticket statuses in real-time
- Participate in weekly training on new products and compliance protocols
- Contribute to process improvement initiatives for customer workflows
Qualifications
- 2+ years of customer service experience in tech or SaaS environments
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional verbal/written communication skills in English
- Ability to multitask across 3+ communication channels simultaneously
- Strong problem-solving abilities with logical troubleshooting approach
- Spanish bilingual certification or fluency highly desirable
- Associate degree or equivalent professional certification required
- Availability to work flexible shifts including weekends