Job Description
Join our dynamic team at Innovate Solutions Group, a leading tech support provider in Silicon Valley! We're seeking passionate Evening Customer Service Specialists to deliver exceptional client experiences during our peak evening hours. This flexible role offers competitive compensation, career growth opportunities, and a collaborative work environment. Perfect for students, professionals seeking work-life balance, or those transitioning into tech support. Enjoy free parking, health benefits (for full-time equivalents), and ongoing training programs. Apply today to become part of San Jose's premier service team!
Responsibilities
- Provide technical support and troubleshooting for software/hardware issues via phone, chat, and email
- Document client interactions and resolutions in CRM systems with 100% accuracy
- Collaborate with cross-functional teams to resolve complex customer escalations
- Upsell premium services and maintain client satisfaction metrics above 95%
- Train new team members on company protocols and product knowledge
- Monitor support tickets during evening shifts (3 PM - 11 PM) with SLA compliance
- Contribute to process improvement initiatives through feedback analysis
Qualifications
- High school diploma or equivalent; college degree preferred
- 1+ years customer service or technical support experience
- Proficiency with Windows/macOS, networking basics, and CRM tools
- Exceptional problem-solving skills with ability to remain calm under pressure
- Strong written and verbal communication skills in English (bilingual a plus)
- Availability for evening shifts (minimum 3 days/week, 4-hour shifts)
- Valid driver's license and reliable transportation
- CompTIA A+ or similar certification preferred