Job Description
Join NexusTech Solutions as a Night Shift Customer Support Specialist and become an integral part of our award-winning remote team. We're seeking dedicated professionals who thrive in after-hours environments to deliver exceptional service across our cutting-edge SaaS platforms. This fully remote position offers competitive compensation, comprehensive benefits, and a flexible work-life balance while serving clients across the Pacific Time Zone.
As a key member of our 24/7 support ecosystem, you'll troubleshoot complex technical issues, maintain customer satisfaction metrics, and collaborate with global teams—all from the comfort of your home office. We provide all necessary equipment and training to ensure your success in this critical role.
Responsibilities
- Resolve Tier 2-3 technical issues via phone, chat, and email during overnight hours (11 PM - 7 AM PT)
- Document cases meticulously in Salesforce while maintaining 95%+ resolution SLAs
- Collaborate with engineering teams during critical outages and escalations
- Mentor junior support staff during shift handovers
- Analyze support trends to improve product documentation and self-service resources
- Conduct proactive health checks on high-value enterprise accounts
- Participate in quarterly on-call rotations for system-wide incidents
Qualifications
- Minimum 3 years technical support experience in SaaS or cloud environments
- Proven night shift or graveyard shift availability (11 PM - 7 AM PT)
- Expertise in Windows/macOS, networking fundamentals, and API troubleshooting
- Proficient with CRM platforms (Salesforce preferred) and ticketing systems
- CompTIA A+/Network+ certification or equivalent demonstrable expertise
- Exceptional written communication skills for technical documentation
- Ability to maintain focus during extended periods of independent work
- Strong problem-solving skills with root cause analysis capabilities