Job Description
Join our elite night team and transform your career with NexGen Solutions! We're seeking a dedicated Remote Customer Support Specialist to serve our West Coast clientele during overnight hours. This 100% remote position offers competitive compensation, comprehensive benefits, and the flexibility to thrive in a work-from-home environment while making a real impact. As a key member of our 24/7 support ecosystem, you'll resolve complex technical issues with empathy and precision, ensuring exceptional customer experiences that drive our growth.
Responsibilities
- Provide 24/7 technical support via phone, chat, and email for enterprise clients during overnight shifts (11 PM - 7 AM PST)
- Diagnose and resolve hardware/software issues, network connectivity problems, and account access concerns
- Document detailed case notes in CRM systems and escalate complex issues to Tier 2 engineers
- Maintain 95%+ customer satisfaction rating through empathetic communication and first-contact resolution
- Collaborate with global support teams using ticketing systems and knowledge base contributions
- Participate in monthly training on new technologies and product updates
Qualifications
- 2+ years of technical support experience in 24/7 or night shift environments
- Proficiency with remote desktop tools (TeamViewer, AnyDesk) and ticketing systems (Zendesk, Jira)
- Strong troubleshooting skills for Windows/macOS, networking, and SaaS applications
- Exceptional written and verbal communication with ability to de-escalate customer frustrations
- High-speed home internet (minimum 50 Mbps) and quiet, dedicated workspace
- CompTIA A+ or Google IT Support Professional Certificate preferred
- Ability to work independently with minimal supervision during overnight hours