Job Description
Join the Apex Digital Solutions Team in Kansas City, Missouri!
We are a forward-thinking technology company dedicated to delivering exceptional customer experiences. We are currently looking for a highly motivated Senior Customer Support Specialist to join our growing team. If you are looking for a stable Full-Time role with the flexibility of Evening and Weekend shifts, we want to hear from you.
In this role, you will be the voice of our brand, ensuring our clients receive world-class service regardless of the time of day. We offer a competitive benefits package, a collaborative work environment, and the chance to advance your career in the tech industry.
Responsibilities
- Manage High-Volume Inquiries: Handle a high volume of customer calls, emails, and chat tickets professionally and efficiently during peak evening and weekend hours.
- Technical Troubleshooting: Diagnose and resolve complex technical issues for our clients, guiding them through step-by-step solutions.
- Customer Advocacy: Act as a champion for the customer, escalating complex issues to senior management while ensuring immediate resolution where possible.
- Documentation: Accurately document all customer interactions, issues, and resolutions in our CRM system to maintain up-to-date records.
- Process Improvement: Identify trends in customer feedback and suggest improvements to our products and support protocols.
- Team Collaboration: Work closely with product and engineering teams to provide feedback on user experience and feature requests.
Qualifications
- Experience: Minimum of 2-3 years of experience in customer support, technical support, or account management.
- Availability: Must be willing and able to work Evening and Weekend shifts.
- Communication: Excellent verbal and written communication skills with a friendly and professional demeanor.
- Technical Skills: Proficient in using CRM software (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
- Problem Solving: Strong analytical skills with the ability to troubleshoot technical problems logically and effectively.
- Education: High school diploma or equivalent required; Bachelor’s degree in a related field is a plus.