Job Description
Join TechNova Solutions as a Night Shift Customer Support Specialist and become the backbone of our 24/7 client success team. This fully remote position offers the flexibility to work from home while delivering exceptional service during critical overnight hours. You'll troubleshoot complex technical issues, resolve escalations, and maintain client satisfaction across our global portfolio. We provide comprehensive training, competitive benefits, and a collaborative virtual environment designed for peak productivity. If you're a problem-solver who thrives in independent settings and values work-life balance, this role is your gateway to growth in the tech support industry.
Responsibilities
- Provide 24/7 technical support via phone, chat, and email during night shift hours (11 PM - 7 AM PST)
- Diagnose and resolve hardware/software issues across cloud platforms and SaaS products
- Document cases accurately in CRM systems and maintain SLA compliance
- Collaborate with global teams during handover periods for seamless continuity
- Escalate critical issues to Tier 2 engineers with detailed context
- Monitor system health and proactively address performance bottlenecks
- Contribute to knowledge base documentation and process improvements
Qualifications
- Minimum 2 years of technical support experience in cloud/SaaS environments
- Proficiency with remote desktop tools (TeamViewer, AnyDesk) and ticketing systems (Zendesk, Jira)
- Strong analytical skills for troubleshooting complex infrastructure issues
- Exceptional written and verbal communication in English
- Ability to work independently with minimal supervision during night shifts
- CompTIA A+/Network+ certification or equivalent preferred
- High-speed home internet (50+ Mbps) and quiet workspace requirement
- Flexibility to adjust schedule during system outages or critical incidents