Job description
Join NovaCore Solutions as a Customer Experience Specialist and help customers resolve issues with empathy and efficiency. This role blends inbound support across phone, email, and live chat with opportunities for growth in a fast-paced tech environment.
You will be part of a global support team delivering world-class service to thousands of customers monthly. The ideal candidate combines clear communication, proactive problem solving, and a genuine customer-first mindset.
What you will gain: competitive salary, comprehensive benefits, generous paid time off, flexible work options, and a culture that values continuous learning and collaboration.
Responsibility
- Respond to customer inquiries via phone, email, and live chat in a timely and courteous manner.
- Troubleshoot product issues and provide clear, practical solutions.
- Document all customer interactions in the CRM with accurate, actionable notes.
- Collaborate with product and engineering teams to escalate and resolve complex issues.
- Identify patterns and contribute to process improvements to prevent recurring problems.
- Maintain high customer satisfaction and uphold service level targets.
- Assist with billing inquiries, refunds, and policy-based resolutions as needed.
- Educate customers on features and best practices to maximize value and adoption.
Qualification
- 1-3 years of experience in customer service, preferably in SaaS or tech-enabled environments.
- Exceptional written and verbal communication skills in English; additional languages a plus.
- Experience with CRM and ticketing systems (Zendesk, Salesforce, Freshdesk, or similar).
- Strong problem-solving and conflict-resolution abilities with a customer-first attitude.
- Ability to multitask and manage time effectively across multiple channels.
- High school diploma required; bachelor’s degree preferred.
- Demonstrated adaptability in a fast-paced, distributed team setting.
- Availability to work flexible hours to support global customers.