Job Description
Join our dynamic team as a Remote Night Shift Customer Support Specialist and become the voice of innovation for Baltimore's thriving tech community. This full-time remote position offers competitive compensation ($20-$28/hour), comprehensive benefits, and the flexibility to work from anywhere while serving clients across the Eastern Time Zone. Our 24/7 support model ensures you'll play a crucial role in maintaining client satisfaction during overnight hours.
We're seeking tech-savvy professionals who thrive in independent environments and possess exceptional problem-solving skills. Enjoy a supportive virtual workspace with cutting-edge tools and opportunities for career advancement. This role is perfect for night owls who excel in high-pressure situations and want to contribute to Baltimore's growing tech ecosystem without commuting.
Responsibilities
- Provide exceptional customer support via phone, email, and chat during night shift hours (11 PM - 7 AM ET)
- Resolve technical issues for enterprise clients using diagnostic tools and remote access protocols
- Document cases accurately in CRM systems while maintaining SLA compliance
- Collaborate with onshore/offshore teams during shift transitions for seamless handoffs
- Identify trends in customer inquiries to improve product documentation
- Participate in monthly training sessions to enhance technical knowledge
- Maintain 95%+ customer satisfaction metrics through empathetic communication
Qualifications
- Minimum 2 years in customer support or technical troubleshooting
- Proven ability to work independently during overnight hours
- Proficiency with remote desktop tools (TeamViewer, AnyDesk) and ticketing systems
- Strong written and verbal communication skills with attention to detail
- Experience with SaaS platforms or cloud-based services preferred
- High-speed internet connection and dedicated home office setup
- Ability to troubleshoot Windows/macOS and mobile operating systems
- Flexibility to work weekends and holidays as needed