Job Description
Join Nexus Solutions Inc., a leading remote-first tech company, as a Night Shift Customer Support Specialist. We're revolutionizing how businesses interact with their customers through cutting-edge AI-driven support systems. This fully remote role offers the flexibility to work from anywhere in the US while serving a global client base. Enjoy competitive compensation, comprehensive benefits, and a dynamic team environment. As part of our 24/7 support ecosystem, you'll be the voice of innovation during critical overnight hours, ensuring seamless customer experiences.
Responsibilities
- Provide exceptional 24/7 customer support via chat, email, and phone during night shifts (11 PM - 7 AM PT)
- Resolve complex technical issues using advanced CRM and diagnostic tools
- Document cases meticulously in Salesforce with detailed resolution notes
- Collaborate with global teams during handover periods for continuity
- Identify trends and escalate systemic issues to engineering teams
- Maintain 95%+ customer satisfaction rating through personalized solutions
Qualifications
- 2+ years experience in technical customer support or helpdesk roles
- Proficiency with Zendesk, Salesforce, or similar support platforms
- Exceptional written and verbal communication skills
- Ability to troubleshoot Windows/macOS, networking, and SaaS applications
- Comfortable working independently during overnight hours
- High-speed internet connection (minimum 20 Mbps)
- Proven ability to maintain composure under pressure