Job Description
Join our award-winning remote team as a Night Shift Customer Support Specialist at NexusConnect Solutions. We're seeking dedicated professionals to deliver exceptional service during our overnight hours while supporting clients across North America. Enjoy the flexibility of remote work with competitive compensation, comprehensive benefits, and a supportive culture that values your contributions. This is your opportunity to build a meaningful career while working from the comfort of your home.
Why NexusConnect? We pride ourselves on innovative remote work infrastructure, professional development stipends, and a commitment to work-life balance. Our team members enjoy 24/7 IT support, monthly virtual team-building events, and clear career progression paths.
Responsibilities
- Provide exceptional customer support via phone, email, and chat during night shift hours (11 PM - 7 AM MT)
- Resolve technical issues, product inquiries, and billing concerns for enterprise clients
- Document cases accurately in CRM systems and maintain detailed activity logs
- Collaborate with global teams using Slack and Jira to ensure seamless handoffs
- Participate in continuous improvement initiatives for support workflows
- Meet or exceed monthly KPIs for resolution time and customer satisfaction
- Contribute to knowledge base articles and training materials
Qualifications
- 2+ years of customer support experience, preferably in SaaS or tech industry
- Proven ability to work independently with minimal supervision
- Strong problem-solving skills and technical aptitude
- Excellent written and verbal communication skills
- Comfortable working night shifts and maintaining consistent schedule
- Proficient with CRM systems (Salesforce/Zendesk) and collaboration tools
- High-speed home internet and quiet workspace required
- Ability to pass background check and drug screening