Job Description
Join TechFlow Solutions as a Remote Night Shift Customer Support Specialist and become the backbone of our 24/7 operations. This fully remote role offers competitive compensation, comprehensive benefits, and the opportunity to work from the comfort of your home while serving our diverse client base across Eastern Time Zone. We're seeking tech-savvy professionals who thrive in dynamic environments and are passionate about delivering exceptional customer experiences during overnight hours.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and chat for enterprise software clients
- Monitor and resolve system alerts during overnight hours, minimizing downtime
- Document all interactions in Salesforce with detailed case notes and resolution steps
- Collaborate with global support teams during handover periods for seamless continuity
- Escalate complex issues to Tier 3 engineers with comprehensive documentation
- Contribute to knowledge base articles and process improvement initiatives
- Meet SLA targets for first-contact resolution and customer satisfaction scores
Qualifications
- 2+ years of technical customer support experience in SaaS/enterprise environments
- Strong troubleshooting skills for Windows/macOS, networking, and cloud applications
- Ability to work independently during overnight shifts (10 PM - 6 AM ET)
- Proficiency with CRM tools (Salesforce) and ticketing systems (Zendesk)
- Excellent written and verbal communication skills
- CompTIA A+ or equivalent certification preferred
- High-speed home internet connection and quiet workspace required
- Available to work weekends and holidays on rotational basis