Job description
PulseTech Solutions is seeking a Customer Service Specialist to join our growing Customer Success team in Austin, TX. In this role, you will be the frontline point of contact for customers, handling inquiries, triaging issues, and delivering outstanding service to ensure client satisfaction and retention.
Overview of the role:
Responsibility
- Serve as the frontline liaison for customers via phone, email, and live chat, ensuring timely and accurate responses.
- Troubleshoot and investigate issues, coordinating with internal teams as needed to achieve effective resolutions.
- Document all customer interactions in our CRM with clear, actionable notes and follow-up tasks.
- Manage and prioritize a high-volume queue with a focus on first-contact resolution and quality service.
- Escalate complex problems to appropriate teams and track progress until resolution while keeping the customer informed.
- Identify opportunities to improve processes, reduce friction, and enhance the overall customer experience.
Qualification
- High school diploma or equivalent required; Bachelor’s degree preferred.
- 2+ years in customer service or support roles; call center experience is a plus.
- Excellent verbal and written communication skills with active listening abilities.
- Proficiency with CRM software (e.g., Zendesk, Freshdesk) and the ability to multitask across multiple channels.
- Strong problem-solving, empathy, and conflict-resolution capabilities.
- Ability to thrive in a fast-paced environment and maintain a positive attitude with varying shifts, including occasional evenings.