Job Description
Join NexusTech Solutions as a Remote Weekend Customer Support Specialist and enjoy the perfect work-life balance! We're seeking tech-savvy individuals to deliver exceptional customer experiences from the comfort of your home during weekend shifts. This role offers competitive compensation, flexible scheduling, and the opportunity to work with cutting-edge technology while supporting our diverse client base across Columbus and beyond.
As a cornerstone of our customer success team, you'll resolve technical inquiries, troubleshoot issues, and build lasting relationships with users. Our remote-first culture emphasizes autonomy, growth, and recognition – with regular opportunities for skill development and advancement.
Responsibilities
- Resolve technical inquiries via phone, chat, and email with exceptional speed and accuracy
- Document all customer interactions using Salesforce and maintain detailed case histories
- Collaborate with Tier 2 engineers to escalate complex technical issues
- Conduct proactive outreach to ensure customer satisfaction and retention
- Adhere to SLAs while maintaining a 95%+ customer satisfaction score
- Train on new product releases and platform updates monthly
- Support weekend system maintenance and rollout activities as needed
Qualifications
- 2+ years of customer support experience in tech or SaaS environments
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Strong diagnostic skills for Windows/macOS and mobile troubleshooting
- Excellent written and verbal communication skills
- Reliable high-speed internet connection and dedicated home office space
- Ability to work independently with minimal supervision
- Flexibility to work Saturday/Sunday shifts (8:00 AM - 8:00 PM EST)
- CompTIA A+ or equivalent certification preferred