Job Description
Join NexTech Solutions as a Night Shift Customer Support Specialist and become an essential part of our global team! We're seeking dedicated professionals to deliver exceptional remote customer service during overnight hours (11 PM - 7 AM EST). This fully remote position offers competitive compensation, comprehensive benefits, and a supportive work environment. Perfect for night owls who thrive in quiet, focused settings while providing world-class technical assistance to our diverse clientele.
Responsibilities
- Deliver 24/7 technical support via phone, email, and chat for enterprise clients
- Troubleshoot complex software/hardware issues using remote diagnostic tools
- Document cases accurately in CRM systems with detailed resolution notes
- Collaborate with global support teams during handover periods
- Escalate critical issues to Tier 2 engineers with clear context
- Maintain 95%+ customer satisfaction metrics through empathetic communication
- Participate in monthly training on emerging technologies
Qualifications
- 2+ years in remote customer support or IT helpdesk roles
- Proven experience with ticketing systems (Zendesk, ServiceNow)
- Strong troubleshooting skills for Windows/macOS environments
- Excellent written and verbal communication in English
- Ability to work independently with minimal supervision
- Reliable high-speed internet connection and quiet workspace
- CompTIA A+ or equivalent technical certification preferred
- Flexibility to work weekends/holidays on rotating schedule