Job Description
Are you a dedicated professional seeking the perfect work-life balance in Los Angeles?
Sunset Tech Partners is currently seeking a highly skilled Senior Remote Customer Support Specialist to join our elite support team. In this role, you will leverage your technical expertise to provide exceptional service during our critical weekend operations, all from the comfort of your home.
We pride ourselves on a culture of excellence, innovation, and flexibility. As a weekend specialist, you will be the first line of defense for our clients, ensuring their needs are met with empathy and efficiency while enjoying the autonomy of a remote environment.
Why Join Us?
- Work from anywhere in Los Angeles (or remote within the US).
- Focus on weekends (Saturday & Sunday) with no overnight shifts.
- Competitive salary and comprehensive benefits package.
- Professional development and career growth opportunities.
Responsibilities
- Manage High-Priority Inquiries: Resolve complex technical issues and customer escalations via phone, email, and live chat during weekend shifts.
- Troubleshooting: Diagnose and troubleshoot software bugs and platform issues to minimize downtime for our users.
- Documentation: Maintain accurate and detailed records of all interactions, resolutions, and customer feedback in our CRM system (e.g., Zendesk).
- Client Advocacy: Act as a liaison between the customer and the technical product team to communicate bugs and feature requests.
- Performance Metrics: Consistently meet or exceed Key Performance Indicators (KPIs) such as First Response Time and Customer Satisfaction Score (CSAT).
- Training: Mentor junior support staff and share knowledge on weekend-specific procedures and protocols.
Qualifications
- Experience: Minimum of 2-3 years of experience in Technical Support, Customer Success, or Help Desk environments.
- Availability: Must be available to work a flexible weekend schedule (Saturday and/or Sunday) with the ability to adapt to business needs.
- Technical Skills: Proficiency with CRM tools, ticketing systems, and remote desktop software.
- Communication: Excellent verbal and written communication skills; ability to explain complex technical concepts to non-technical users.
- Location: Must reside within the United States (Los Angeles preferred).
- Education: Bachelor’s degree in Computer Science, Business, or a related field is preferred.