Job Description
Join our dynamic team at Apex Solutions Group in Baltimore, MD! We're seeking an experienced Senior Customer Support Specialist for an immediate contract opportunity. This high-impact role requires exceptional problem-solving skills and a passion for client success. Work in our modern downtown office with flexible hours and competitive compensation. Perfect for professionals ready to make an immediate impact while gaining valuable experience in a fast-paced tech environment.
Responsibilities
- Resolve complex technical issues via phone, email, and chat with first-contact resolution rates exceeding 85%
- Document all interactions in Salesforce with detailed case notes and solution tracking
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Develop and maintain comprehensive knowledge base articles for self-service options
- Mentor junior support staff on troubleshooting methodologies and client communication
- Analyze support trends to identify systemic issues and propose process improvements
- Meet/exceed SLA targets while maintaining exceptional CSAT scores
Qualifications
- 3+ years of enterprise-level technical support experience
- Proficiency in CRM platforms (Salesforce) and ticketing systems
- Strong diagnostic skills for SaaS applications and cloud infrastructure
- Excellent written and verbal communication abilities
- CompTIA A+ or equivalent technical certification preferred
- Experience working in agile development environments
- Ability to work independently with minimal supervision
- Immediate availability to start within 48 hours of offer