Job Description
Are you looking for a rewarding evening career in the heart of Boston?
Join Metro Night Operations as an Evening Support Associate. We are a leading provider of high-quality technical and customer support services, seeking motivated individuals to join our dynamic night shift team. We offer competitive pay, a comprehensive benefits package, and a supportive work culture that values your time and contribution.
In this role, you will be the primary point of contact for our clients during critical evening hours. You will troubleshoot technical issues, resolve inquiries, and ensure our operations run smoothly from sunset until sunrise. If you thrive in a fast-paced environment and enjoy helping others, we want to hear from you.
Why Join Us?
• Premium Pay: Earn up to $28.00/hour with shift differentials.
• Flexible Schedule: Work a predictable 4x10 schedule or choose available shifts.
• Professional Growth: Clear pathways for advancement within the company.
Responsibilities
- Provide Technical Assistance: Troubleshoot and resolve complex technical issues for clients via phone, email, and chat during evening hours.
- Manage Tickets: Log, track, and prioritize all support tickets in the CRM system to ensure a high first-contact resolution rate.
- System Monitoring: Monitor system health and performance indicators, alerting the engineering team to any anomalies immediately.
- Client Communication: Communicate clearly and professionally with clients, ensuring empathy and clarity in every interaction.
- Documentation: Maintain accurate and up-to-date records of all support interactions and resolutions.
- Team Collaboration: Coordinate seamlessly with day-shift teams to ensure a smooth handover of ongoing issues.
Qualifications
- Education: High school diploma or GED equivalent required; Associate’s degree preferred.
- Experience: Minimum of 1-2 years of experience in customer service, technical support, or a related field.
- Availability: Must be available to work evening shifts, including nights and weekends as needed.
- Communication: Excellent verbal and written communication skills with a focus on professionalism.
- Problem Solving: Strong analytical skills with the ability to diagnose and resolve technical problems efficiently.
- Tools: Proficient in using computer systems, CRM software (e.g., Zendesk, Salesforce), and remote desktop tools.