Job Description
Join our dynamic team at Urban Connect Solutions, a rapidly growing tech support provider in Boston's Innovation District. We're urgently seeking passionate part-time Customer Service Specialists to deliver exceptional client experiences in a hybrid work environment. This is a fantastic opportunity to gain hands-on experience in customer success while supporting cutting-edge SaaS platforms.
What we offer: Competitive hourly pay, flexible scheduling (20-30 hours/week), comprehensive paid training, and potential for advancement. Our collaborative culture values innovation and work-life balance.
Responsibilities
- Handle 20-25 customer inquiries daily via phone, email, and chat
- Resolve technical issues for enterprise clients using our proprietary CRM system
- Document all interactions in Salesforce with detailed case notes
- Collaborate with Tier 2 support for complex escalations
- Contribute to process improvement initiatives
- Meet/exceed 90% customer satisfaction score targets
- Participate in bi-weekly team training sessions
Qualifications
- 1+ years customer service experience in tech/SAAS industry
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional problem-solving and communication skills
- Ability to work independently in remote setting
- Available for evening/weekend shifts (10am-6pm)
- High-speed internet access for remote work
- Valid US work authorization
- Experience with Zendesk or similar ticketing systems