Job Description
Are you a dedicated professional looking to master the weekend shift from the comfort of your home?
Apex Digital Solutions is seeking a highly skilled Remote Weekend Support Specialist based in the Baltimore, MD area. In this pivotal role, you will be the voice and face of our brand for our weekend clientele, ensuring seamless service and top-tier customer satisfaction. If you thrive in a fast-paced environment and want to enjoy the freedom of remote work while securing a competitive salary, this is your opportunity to elevate your career.
We offer a hybrid-friendly environment, allowing you to work fully remote during the week while covering our critical weekend operations. Join a team that values integrity, innovation, and a work-life balance that fits your lifestyle.
Responsibilities
- Manage High-Volume Inquiries: Deliver exceptional customer support via phone, email, and live chat, handling a high volume of tickets with accuracy and speed.
- Troubleshoot Technical Issues: Diagnose and resolve complex technical problems for our clients, providing clear, step-by-step guidance to restore operations.
- CRM Documentation: Maintain detailed and accurate records of all customer interactions, issues, and resolutions within our Salesforce CRM system.
- Team Collaboration: Act as the primary point of contact for weekend escalations, communicating effectively with the weekday support team to ensure continuity.
- Process Improvement: Identify recurring issues and suggest process improvements to enhance the overall customer experience and reduce ticket volume.
- Adherence to SLAs: Consistently meet and exceed Service Level Agreements (SLAs) regarding response times and resolution metrics.
Qualifications
- Experience: Minimum of 2 years of experience in technical support, customer service, or a related field.
- Availability: Must be available to work weekends (Saturdays and Sundays) from 10:00 AM to 6:00 PM EST.
- Communication: Superior written and verbal communication skills with a professional, empathetic tone.
- Independence: Self-motivated individual capable of working independently with minimal supervision in a remote setting.
- Technical Proficiency: Proficiency with Microsoft Office Suite and experience using CRM software (e.g., Salesforce, Zendesk).
- Location: Must reside within the Baltimore, MD metropolitan area or be willing to commute to our Light Street office for quarterly team building.