Job Description
Are you a proactive problem solver ready to join a top-tier team in the heart of San Francisco? Apex Systems is seeking a dedicated Senior Customer Support Specialist to manage our high-traffic weekend operations.
We pride ourselves on delivering exceptional service. In this role, you won't just answer tickets; you will drive customer satisfaction and mentor junior staff. Enjoy the stability of a full-time position with the flexibility of weekend hours.
Why Join Us?
- Competitive salary with performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible PTO policy.
- Modern office with amenities in SOMA.
Responsibilities
- Manage and resolve complex technical support tickets with a focus on accuracy and speed.
- Lead the weekend support team, ensuring all service level agreements (SLAs) are met.
- Collaborate with cross-functional engineering teams to escalate and resolve product bugs.
- Analyze support trends to provide actionable feedback to management.
- Conduct training sessions for new hires during the week.
Qualifications
- Minimum of 3 years of experience in technical support or customer service.
- Experience working in a full-time weekend shift environment.
- Strong proficiency in CRM software (e.g., Zendesk, Salesforce) and remote support tools.
- Excellent verbal and written communication skills.
- Ability to work independently with a high degree of autonomy.