Job Description
Join our dynamic team at ApexConnect Solutions and transform your career with unparalleled flexibility! We're seeking dedicated professionals for our full-time Customer Support Specialist roles in Denver, CO. Enjoy custom-tailored schedules that adapt to your lifestyle while delivering exceptional service to our global clientele. This hybrid position combines remote flexibility with collaborative in-office days, fostering a perfect work-life balance in Colorado's vibrant tech hub.
Our award-winning culture prioritizes employee well-being, offering comprehensive benefits including health insurance, professional development stipends, and quarterly team-building events. As part of our growth-focused environment, you'll gain exposure to cutting-edge CRM technologies and AI-driven support tools that position you at the forefront of customer service innovation.
Responsibilities
- Deliver exceptional multi-channel support via phone, email, and chat for diverse client portfolios
- Resolve technical issues using proprietary CRM systems with 95% first-contact resolution rate
- Collaborate cross-functionally with engineering and product teams to escalate complex cases
- Maintain detailed documentation of client interactions and resolution protocols
- Analyze customer feedback trends to identify service improvement opportunities
- Participate in bi-weekly training sessions on new product features and support methodologies
- Contribute to knowledge base articles reducing average resolution time by 20%
Qualifications
- Minimum 2 years customer service experience with proven conflict resolution skills
- Proficiency in CRM platforms (Salesforce/Zendesk) and ticketing systems
- Exceptional written and verbal communication with native English fluency
- Ability to adapt schedule between 7 AM - 8 PM MST with 4-hour core availability
- Strong analytical skills with data-driven problem-solving approach
- Experience working in remote or hybrid environments with self-discipline
- Valid US work authorization and reliable high-speed internet connection