Job Description
Join NexusConnect Solutions as a Night Shift Remote Customer Support Specialist and become part of our award-winning team dedicated to delivering exceptional service. This 100% remote position offers the flexibility to work from anywhere in Illinois while supporting our global clients during overnight hours. We provide comprehensive training, state-of-the-art technology, and a supportive virtual environment designed for your success. If you thrive in fast-paced settings and excel at problem-solving, this is your opportunity to grow professionally while maintaining work-life balance.
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat during overnight shifts (10 PM - 6 AM CT)
- Resolve technical issues, process orders, and troubleshoot account problems using CRM tools
- Maintain detailed documentation of interactions and customer feedback in Salesforce
- Collaborate with cross-functional teams to address complex customer escalations
- Meet/exceed performance metrics including resolution rates and customer satisfaction scores
- Participate in ongoing training to stay updated on product knowledge and service protocols
Qualifications
- Minimum 2 years of customer service experience with overnight shift availability
- Proficiency in CRM platforms (Salesforce preferred) and MS Office Suite
- Strong problem-solving skills with ability to de-escalate sensitive situations
- Reliable high-speed internet connection and quiet home office environment
- Excellent communication skills (written and verbal) with attention to detail
- Ability to work independently while collaborating effectively in a virtual team
- Previous remote work experience preferred