Job Description
Join TechSolutions Inc. as a Remote Night Shift Customer Support Specialist and become part of our innovative team dedicated to delivering exceptional service. This full-time role offers the flexibility of remote work while supporting our global customers during evening hours. You'll be instrumental in resolving technical inquiries, ensuring customer satisfaction, and maintaining our high service standards. Enjoy a competitive salary, comprehensive benefits package, and the opportunity to grow professionally in a dynamic environment.
Responsibilities
- Provide 24/7 technical support via phone, email, and chat during night shift hours (10 PM - 6 AM CST)
- Diagnose and resolve complex technical issues across software, hardware, and network systems
- Document customer interactions and troubleshooting steps in CRM systems
- Collaborate with cross-functional teams to escalate unresolved issues and improve processes
- Maintain high customer satisfaction scores (CSAT) and first-contact resolution rates
- Contribute to knowledge base articles and training materials for support team
- Monitor system alerts and proactively address potential service disruptions
Qualifications
- Minimum 2 years of customer support or technical troubleshooting experience
- Proven ability to work independently and manage time effectively during night shifts
- Strong proficiency with remote desktop tools and ticketing systems (e.g., Zendesk, Jira)
- Excellent written and verbal communication skills with clear articulation
- Experience with Windows/macOS operating systems and basic networking concepts
- Ability to remain calm and professional under pressure in high-volume situations
- High-speed reliable internet connection and dedicated home office setup
- Flexibility to adjust schedule during peak periods or system updates