Job Description
Join Global Connect Solutions as a Remote Night Shift Customer Support Specialist and become an essential part of our 24/7 client success team. This fully remote role offers competitive compensation and the flexibility to work from anywhere in Jacksonville, FL. You'll provide exceptional service to enterprise clients while maintaining a healthy work-life balance through our structured night shift schedule. Our cutting-edge virtual training and collaborative digital environment ensure you'll thrive professionally.
Responsibilities
- Resolve complex technical and billing inquiries for enterprise clients via phone, chat, and email during night shift hours (10 PM - 6 AM EST)
- Document all interactions in CRM systems with precision and maintain detailed case notes
- Collaborate with global teams using digital communication tools to escalate unresolved issues
- Proactively identify opportunities to improve client experiences and process efficiencies
- Meet or exceed key performance metrics including resolution time and customer satisfaction scores
- Participate in monthly virtual training sessions to stay updated on product updates
Qualifications
- Minimum 2 years of customer support experience, preferably in SaaS or tech environments
- Proven ability to troubleshoot technical issues independently with minimal supervision
- Exceptional written and verbal communication skills with professional phone etiquette
- Reliable high-speed internet connection and dedicated quiet workspace
- Proficiency with CRM platforms (Salesforce preferred) and MS Office Suite
- Ability to maintain focus during night shift hours and adapt to flexible schedules
- Associate's degree or equivalent technical certification required