Job description
Join NovaSphere Technologies as a Customer Service Specialist. In this role, you’ll be the voice of our brand, delivering exceptional support to customers across phone, email, chat, and social channels. You’ll troubleshoot issues, manage escalations, and partner with cross-functional teams to resolve inquiries with care and accuracy. This is a high-visibility, performance-driven role in a rapidly growing tech company that values empathy, problem-solving, and continuous improvement.
We offer comprehensive training, competitive compensation, and a clear path for career growth in customer success and operations.
Responsibility
- Respond to inquiries via phone, email, chat, and social media with empathy and clarity.
- Diagnose issues, provide step-by-step solutions, and document outcomes in the CRM.
- Escalate complex problems to the appropriate teams and ensure timely resolution.
- Guide customers through product features and onboarding processes.
- Maintain accurate customer records and update case notes to ensure knowledge continuity.
- Identify patterns, gather feedback, and communicate insights to product and support teams.
- Meet or exceed performance metrics, including response time and satisfaction scores.
Qualification
- 2+ years of experience in customer service, support, or a similar role in tech or SaaS.
- Excellent verbal and written communication with a customer-first mindset.
- Proficiency with CRM systems (e.g., Zendesk, Freshdesk, Salesforce) and ticketing processes.
- Strong problem-solving, multitasking, and time-management skills.
- Ability to remain calm under pressure and handle challenging situations with empathy.
- Comfort with data entry, basic analytics, and documentation.
- High school diploma or equivalent; bachelor’s degree preferred.
- Ability to work flexible hours, including one weekend shift if required.