Job Description
Join our award-winning customer experience team at InnovateTech Solutions Inc. in the heart of San Jose's tech corridor! We're seeking passionate individuals to deliver world-class technical support to our global clientele. Enjoy state-of-the-art facilities, comprehensive training, and a collaborative environment where your growth is prioritized. As a key member of our support ecosystem, you'll play a vital role in shaping our brand reputation while enjoying competitive compensation and career advancement opportunities.
Responsibilities
- Resolve technical inquiries via phone, email, and chat for enterprise software solutions
- Document interactions in CRM systems with 100% accuracy and timeliness
- Collaborate with Tier 2 engineers to resolve complex technical escalations
- Meet/exceed key performance metrics (CSAT, AHT, FCR)
- Contribute to knowledge base articles and process improvement initiatives
- Maintain deep product knowledge through continuous learning modules
- Support cross-functional projects including customer feedback analysis
Qualifications
- Minimum 2 years customer service experience in B2B/B2C environments
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Strong diagnostic skills for software/hardware troubleshooting
- Exceptional written and verbal communication skills
- Ability to thrive in fast-paced, metrics-driven settings
- Flexibility to work evenings/weekends during peak seasons
- High school diploma; Associate's degree preferred
- Spanish bilingual proficiency highly valued