Job Description
Join Pioneer Solutions Group's award-winning customer experience team in Portland! We're seeking empathetic and detail-oriented professionals to deliver exceptional service to our tech clients. Our inclusive culture offers growth opportunities, competitive benefits, and a downtown workspace with stunning city views. As an industry leader in SaaS support, we invest in your development through continuous training and mentorship programs.
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95% first-contact resolution rate
- Document interactions in Salesforce while maintaining 100% accuracy in case records
- Collaborate with technical teams to troubleshoot complex product issues
- Proactively identify upsell opportunities for premium service packages
- Maintain average handle time under 4 minutes without compromising quality
- Participate in weekly coaching sessions to refine communication techniques
Qualifications
- Minimum 2 years in B2B customer service or tech support
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional verbal/written communication skills
- Ability to multitask across digital channels
- Experience with ticketing systems (Zendesk/Jira)
- Adaptability to evolving product knowledge
- High school diploma or equivalent; bachelor's preferred