Job Description
Join Nexus Global Solutions as a Remote Night Shift Customer Support Specialist and transform how businesses connect with their customers. This full-time remote position offers the flexibility to work from anywhere in Colorado Springs while delivering exceptional service during critical overnight hours.
What We Offer:
- Competitive salary with $5/hour night shift differential
- Comprehensive benefits package (health/dental/vision)
- Equipment stipend for home office setup
- Clear career advancement pathways
- 24/7 technical support
About the Role:
As a key member of our customer experience team, you'll resolve complex technical issues, manage customer accounts, and maintain our industry-leading satisfaction metrics. This role requires dedication during overnight hours to support our global client base.
Responsibilities
- Resolve Tier 2 technical support tickets via phone, chat, and email during night shift hours
- Manage customer accounts, troubleshoot software/hardware issues, and process escalations
- Document all interactions in CRM system with precision and attention to detail
- Collaborate with international teams to resolve cross-border customer challenges
- Maintain 95%+ customer satisfaction score through personalized solutions
- Participate in monthly cross-training for product knowledge updates
Qualifications
- Minimum 2 years technical support experience with SaaS products
- Proven ability to work independently during overnight shifts
- Expert troubleshooting skills for Windows/macOS and networking
- Excellent written/verbal communication with empathy-driven approach
- Proficiency with Zendesk, Salesforce, and diagnostic tools
- CompTIA A+ or equivalent certification preferred
- High-speed home internet (minimum 50 Mbps)