Job Description
Join our dynamic team at NexaConnect Solutions and become part of New Orleans' thriving tech scene! We're seeking a passionate Remote Customer Support Specialist to deliver exceptional service to our global client base. This direct-hire opportunity offers immediate start, competitive compensation, and full remote flexibility. As a key member of our support team, you'll resolve technical inquiries, optimize customer experiences, and contribute to our award-winning service culture. Enjoy a supportive work environment with career growth opportunities and cutting-edge tools. Apply now to secure your position in one of America's most vibrant cities!
Responsibilities
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Manage ticketing systems and document resolutions in CRM platforms
- Collaborate with engineering teams to escalate complex technical issues
- Develop knowledge base articles to improve self-service options
- Monitor support metrics and identify process improvement opportunities
- Conduct quarterly training sessions for new support protocols
- Maintain 99% uptime for assigned client portfolios
Qualifications
- 3+ years in technical customer support or BPO environment
- Proficiency in Zendesk, Salesforce, or similar CRM tools
- Strong troubleshooting skills for SaaS applications and networks
- Excellent written and verbal communication abilities
- Experience with remote work protocols and time management
- Certification in ITIL or CompTIA A+ preferred
- Ability to work flexible hours including weekends as needed
- Passion for customer advocacy and problem-solving