Job Description
Join our award-winning support team at TechFlow Dynamics! We're seeking a passionate Senior Customer Support Specialist to deliver exceptional service to our enterprise clients. This immediate hire opportunity offers competitive compensation, comprehensive benefits, and career growth in a dynamic tech environment. If you thrive in fast-paced settings and excel at problem-solving, apply today!
Responsibilities
- Resolve complex technical issues for enterprise clients via phone, email, and chat
- Document cases meticulously in Salesforce with detailed resolution steps
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Mentor junior support agents on best practices and product knowledge
- Analyze support metrics to identify process improvement opportunities
- Develop internal knowledge base articles and troubleshooting guides
- Participate in 24/7 on-call rotation (1 week per month)
Qualifications
- 3+ years in enterprise-level technical support or customer success
- Expertise in CRM systems (Salesforce preferred) and ticketing platforms
- Strong troubleshooting skills for SaaS applications and API integrations
- Excellent written and verbal communication with executive-level clients
- Experience with remote collaboration tools (Slack, Zoom, Jira)
- Certification in ITIL or similar service management framework
- Ability to work flexible hours including weekends for on-call coverage
- Bachelor's degree in Computer Science or related field