Job description
Join NexaTech Solutions as a Customer Service Representative in the vibrant city of Seattle. You will be the first touchpoint for our valued clients, delivering proactive, professional, and friendly support across multiple channels. This role offers a clear path to growth within a customer-centric organization that values empathy, accountability, and performance.
As part of our Customer Experience team, you will collaborate with Sales, Product, and Technical Support to resolve inquiries efficiently, maintain high CSAT scores, and contribute to a knowledge-driven support ecosystem. If you thrive in a fast-paced environment and enjoy helping customers succeed, this is your opportunity to shine.
Responsibility
- Provide outstanding service via phone, email, and live chat with a customer-first mindset.
- Resolve product or service issues by clarifying the customer's concern, selecting the best solution, and following up to ensure resolution.
- Document interactions in CRM and maintain accurate case notes for future reference.
- Meet or exceed defined KPIs (CSAT, response time, first contact resolution).
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Identify opportunities to upsell or cross-sell relevant products and services when appropriate.
- Contribute to the knowledge base by sharing learnings and updating article content.
- Support new hire training and onboarding of junior agents.
Qualification
- 2+ years in customer service or help desk; call center experience a plus.
- Excellent verbal and written communication in English.
- Strong problem-solving and conflict-resolution skills.
- Proficiency with CRM software (e.g., Zendesk, Freshdesk) and MS Office.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Empathy, patience, and a positive attitude.
- Bachelor’s degree preferred but not required.
- Availability to work a flexible schedule including evenings or weekends if needed.