Job Description
Join GlobalConnect Solutions as a Night Shift Customer Experience Specialist and become the backbone of our 24/7 support operations. This fully remote position offers the flexibility to work from anywhere in Boston while serving high-profile clients across technology and finance sectors. We provide comprehensive training, cutting-edge virtual collaboration tools, and a supportive team environment designed for night owls who thrive in asynchronous workflows. Enjoy competitive compensation, health benefits, and professional development opportunities – all while maintaining a healthy work-life balance.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat during overnight hours (11 PM - 7 AM EST)
- Resolve complex technical issues for enterprise clients using troubleshooting methodologies
- Maintain detailed case documentation in CRM systems with 99% accuracy
- Collaborate with global teams using Slack, Jira, and Microsoft Teams
- Identify process improvement opportunities and contribute to knowledge base updates
- Adhere to SLA metrics while maintaining customer satisfaction scores above 95%
Qualifications
- 2+ years of customer service or technical support experience
- Proven ability to work independently during overnight hours
- Proficient in CRM platforms (Salesforce or Zendesk preferred)
- Excellent written and verbal communication skills
- Strong problem-solving abilities with technical aptitude
- Reliable high-speed internet connection and quiet home office setup
- Must be available for 4 consecutive night shifts per week