Job Description
Join the NexGen Family!
NexGen Solutions Group is a leading provider of innovative support services, and we are looking for talented individuals to join our team in Cleveland, Ohio. We pride ourselves on delivering top-tier customer experiences, and we need dedicated professionals to help us maintain our high standards, especially during our peak evening and weekend operations.
If you are seeking a role that offers flexibility, competitive pay, and room for growth, this is the opportunity for you. We offer a dynamic work environment where your contributions are valued and your career can thrive.
Responsibilities
- Manage Inquiries: Handle a high volume of incoming customer calls and emails with professionalism and empathy, resolving issues efficiently during evening and weekend shifts.
- Troubleshooting: Diagnose and resolve technical product issues for our clients, providing step-by-step guidance to ensure satisfaction.
- Documentation: Maintain accurate and up-to-date customer records within our CRM system, logging interactions and resolutions.
- Team Collaboration: Work closely with cross-functional teams to escalate complex issues and improve service protocols.
- Shift Adherence: Commit to scheduled evening and weekend shifts to ensure 24/7 operational coverage.
- Feedback Loop: Actively participate in team meetings to share insights and suggest improvements for customer satisfaction.
Qualifications
- Experience: Previous customer service or technical support experience is preferred but not required; training will be provided.
- Availability: Must be available to work evenings (4:00 PM - 12:00 AM) and weekends.
- Communication: Excellent verbal and written communication skills with a friendly, professional demeanor.
- Computer Skills: Proficiency in using computers and navigating various software applications (MS Office Suite).
- Problem Solving: Strong analytical skills with the ability to troubleshoot problems and think critically under pressure.
- Education: High school diploma or GED required.