Job Description
Join our elite remote team as a Night Shift Customer Support Specialist! NexTech Solutions Inc. is seeking dedicated professionals to deliver exceptional service during overnight hours while working from the comfort of your home. This is your opportunity to advance your career in a dynamic tech environment with competitive compensation and flexible scheduling.
As a key member of our support team, you'll resolve complex technical issues, maintain customer satisfaction metrics, and collaborate with global teams. We provide comprehensive training, state-of-the-art equipment, and a supportive culture focused on professional growth.
Responsibilities
- Resolve Tier 2-3 technical support tickets via phone, chat, and email during overnight shifts (10 PM - 6 AM CT)
- Document cases in CRM systems with detailed resolution notes and maintain SLA compliance
- Collaborate with engineering teams to escalate critical issues and implement solutions
- Conduct proactive account reviews for enterprise clients during off-peak hours
- Maintain 95%+ customer satisfaction score through empathetic communication
- Participate in cross-functional training sessions to expand technical expertise
- Monitor system alerts and initiate incident response protocols as needed
Qualifications
- Minimum 2 years technical support experience with SaaS products
- Proven ability to work independently during overnight hours with minimal supervision
- Proficiency in Zendesk, Jira, and Microsoft Teams collaboration tools
- Strong troubleshooting skills across Windows/macOS environments
- Exceptional written and verbal communication abilities
- CompTIA A+ or equivalent certification preferred
- High-speed home internet connection (minimum 50 Mbps)
- Quiet, dedicated workspace free from distractions