Job description
NovaSupport, Inc. is seeking a friendly and proactive Customer Service Representative to join our growing team in Austin, TX. You will be the first point of contact for customers across channels, delivering exceptional support that turns inquiries into delighted customers. This role blends empathy, product knowledge, and problem-solving to resolve issues efficiently and communicate clearly with customers.
As a frontline ambassador for our brand, you’ll collaborate with product and sales teams to ensure customers feel heard and valued every step of the way. We offer a competitive salary, comprehensive benefits, and opportunities for growth within a fast-paced, customer-centric environment.
Responsibility
- Respond to customer inquiries via phone, email, chat, and social media in a timely, polite, and professional manner.
- Troubleshoot issues, document cases, and provide accurate solutions or escalate when necessary.
- Own customer interactions with empathy, active listening, and clear communication to ensure satisfaction.
- Use CRM software (e.g., Zendesk, Salesforce) to log interactions, track tickets, and follow up on open cases.
- Collaborate with product, sales, and support teams to resolve problems and communicate resolutions to customers.
- Identify recurring trends and propose process improvements to reduce friction and enhance the customer experience.
- Meet or exceed KPIs such as response time, resolution time, and CSAT scores.
Qualification
- 1+ years of customer service experience, preferably in tech or SaaS.
- Excellent verbal and written English communication skills.
- Proven ability to de-escalate tense situations and resolve conflicts professionally.
- Proficiency with CRM tools (Zendesk, Salesforce, Freshdesk) and ticketing systems.
- Strong problem-solving abilities and attention to detail.
- Comfortable working in a fast-paced environment and capable of multitasking with high accuracy.
- High school diploma or equivalent; bachelor’s degree preferred.