Job Description
Are you a night owl looking for a rewarding career from the comfort of your home? Apex Data Systems is seeking a dedicated Senior Remote Night Shift Customer Support Specialist to join our elite support team. We are revolutionizing the way we connect with our clients, and we need a reliable, empathetic, and technically savvy professional to keep our services running smoothly during the quiet hours.
In this pivotal role, you will serve as the voice and face of our brand to clients across the US. You will troubleshoot complex technical issues, resolve inquiries with precision, and ensure our customers feel valued and supported, no matter the time of day. If you thrive in a quiet, focused environment and want to avoid the morning commute, this is the perfect opportunity for you.
Responsibilities
- Troubleshoot Technical Issues: Diagnose and resolve complex customer technical problems via phone, email, and chat with high first-contact resolution rates.
- Manage Ticket Volume: Efficiently process and prioritize incoming support tickets within established Service Level Agreements (SLAs).
- Client Communication: Deliver empathetic and clear communication to clients, ensuring a premium customer experience during night operations.
- Documentation: Maintain accurate and detailed logs of support interactions and technical resolutions in our CRM system.
- Collaboration: Work closely with the day-shift engineering team to escalate critical issues and provide feedback on recurring problems.
- System Optimization: Identify and report software bugs or workflow inefficiencies to contribute to continuous improvement.
Qualifications
- Experience: Minimum 2 years of experience in customer support, technical support, or help desk operations.
- Night Shift Availability: Must be willing and able to work rotating night shifts (e.g., 10:00 PM - 6:00 AM or 11:00 PM - 7:00 AM).
- Remote Setup: Reliable high-speed internet, a quiet home office environment, and a dedicated workspace.
- Technical Skills: Proficiency with Windows, macOS, and common office software; ability to learn proprietary internal tools quickly.
- Communication: Exceptional written and verbal communication skills with a strong command of English.
- Soft Skills: Self-motivated, detail-oriented, and capable of working independently with minimal supervision.