Job Description
Are you a night owl looking for the perfect remote opportunity?
We are currently seeking a highly motivated Remote Night Shift Technical Support Specialist to join our Houston-based team. If you enjoy solving complex problems with fewer distractions and want to work from the comfort of your home, this is the role for you.
As a key member of our support team, you will be the first line of defense for our clients, ensuring seamless technical operations during off-hours. We offer a competitive salary, comprehensive benefits, and a schedule designed for productivity.
Responsibilities
- Monitor & Resolve: Manage incoming support tickets and resolve technical issues via phone, email, and chat during the night shift (9:00 PM - 6:00 AM CST).
- Customer Satisfaction: Provide empathetic and efficient technical assistance to clients, maintaining a high Net Promoter Score (NPS).
- Documentation: Log all interactions and resolutions accurately in our CRM and knowledge base systems.
- Escalation: Identify complex issues that require morning shift intervention and escalate them promptly to senior engineers.
- System Maintenance: Perform routine checks on remote access tools to ensure operational readiness.
- Training: Participate in night shift training sessions to stay updated on product changes and new protocols.
Qualifications
- Experience: Minimum 1-2 years of experience in technical support, help desk, or customer service.
- Remote Skills: Proven ability to work remotely with minimal supervision and a high-speed, stable internet connection.
- Schedule: Must be available to work the night shift (9:00 PM - 6:00 AM CST).
- Communication: Excellent verbal and written communication skills; comfortable speaking with clients over the phone.
- Technical Proficiency: Familiarity with remote support tools (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Zendesk, Jira).
- Education: High school diploma or GED required; Associate degree in IT or related field preferred.