Job Description
Join our award-winning customer experience team as a Customer Support Trainee at Nexus Solutions Group! We're seeking motivated individuals passionate about delivering exceptional service to launch their careers in our dynamic Charlotte headquarters. This comprehensive 12-week training program combines classroom learning with hands-on experience to transform you into a confident support specialist.
As part of our commitment to growth, you'll receive:
- Industry-leading certification in Zendesk and Salesforce
- Mentorship from senior support engineers
- Pathway to advancement into Tier 2 or specialist roles
- Comprehensive benefits package including health insurance and 401(k)
Our vibrant downtown office features collaborative workspaces, game rooms, and frequent team-building events. We value diversity and welcome applicants from all backgrounds to join our customer-obsessed culture.
Responsibilities
- Master product knowledge through intensive training modules
- Resolve customer inquiries via phone, email, and chat channels
- Document interactions in CRM systems with 100% accuracy
- Collaborate with cross-functional teams on complex issues
- Continuously improve support processes through feedback
- Meet/exceed KPIs for response time and resolution rate
- Participate in quarterly innovation sprints
Qualifications
- High school diploma or equivalent (college degree preferred)
- Exceptional written and verbal communication skills
- Proficiency in Microsoft Office suite
- Strong problem-solving abilities with analytical mindset
- Adaptability to fast-paced, evolving technologies
- Customer service mindset with empathy and patience
- Ability to work flexible hours including weekends
- Valid North Carolina driver's license (required for occasional client visits)