Job description
NovaSupport is seeking a proactive Customer Service Specialist to join our growing team in Austin, Texas. This hybrid role combines phone, email, and live chat to deliver exceptional customer experiences. You’ll leverage modern CRM tools to resolve inquiries, guide customers to solutions, and maintain accurate case notes. We value empathy, clear communication, and a customer-first mindset. Enjoy a collaborative team, ongoing training, and opportunities for career growth in a fast-paced environment.
Responsibility
- Handle incoming inquiries via phone, email, and live chat with a customer-centric approach.
- Diagnose issues, provide accurate information, and guide customers to effective solutions.
- Document interactions in our CRM with clear, concise notes and ticket categorization.
- Meet or exceed SLA response times and satisfaction targets.
- Collaborate with product and sales teams to escalate complex cases.
- Identify recurring issues and contribute to process improvements.
- Maintain up-to-date knowledge of products, policies, and tools.
- Assist customers with order status, returns, and refunds in a compliant manner.
Qualification
- 2+ years of customer service experience in tech or e commerce
- Excellent verbal and written communication skills in English; additional languages a plus
- Strong problem solving and conflict resolution abilities
- Proficiency with CRM systems and ticketing tools such as Zendesk or Freshdesk
- Ability to multitask in a fast paced environment and manage priorities
- High level of empathy, patience, and professionalism
- Basic data entry and accuracy with attention to detail
- Eligibility to work in the United States