Job description
Join a vibrant, customer-first team at NovaEdge Solutions in Austin, TX. We’re seeking a polished Customer Service Representative who can turn challenges into positive experiences and build lasting relationships with customers.
You will be the frontline voice across phone, email, and live chat, turning inquiries into solutions while upholding our brand standards and service level agreements.
What you’ll enjoy:
- Competitive salary and comprehensive benefits
- World-class onboarding and ongoing training
- Opportunities for career growth in a fast-growing company
- A collaborative, inclusive, and remote-friendly culture
Responsibility
- Answer customer inquiries via phone, email, and chat with empathy and clarity.
- Resolve issues accurately and promptly, adhering to SLAs and escalation protocols.
- Document all interactions in the CRM with precise notes and progress updates.
- Troubleshoot product or service problems and provide clear, actionable next steps.
- Collaborate with sales, onboarding, and engineering teams to ensure a seamless customer journey.
- Identify recurring issues and contribute to knowledge base improvements.
- Maintain high customer satisfaction scores and support metrics.
Qualification
- 2+ years of experience in customer service or call center environments.
- Excellent verbal and written communication skills; active listening is a must.
- Proficiency with CRM tools (e.g., Zendesk, Freshdesk, Salesforce) and standard office software.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Strong problem-solving skills and a calm, solution-oriented mindset.
- High level of empathy and customer-centric approach.
- BA/BS degree or equivalent work experience; bilingual abilities are a plus.