Job Description
Join Nexus Global Solutions and transform your career with our industry-leading flexible work model! We're seeking passionate Evening Customer Support Specialists to deliver exceptional remote experiences from the comfort of your home. This role offers unparalleled schedule flexibility with evening shifts (3 PM - 11 PM EST), perfect for students, parents, or professionals seeking work-life balance. Our Tampa-based team collaborates across time zones to serve global clients, with full remote work options available throughout Florida.
As a key member of our CX team, you'll resolve complex customer inquiries while building lasting relationships. We provide comprehensive training, career growth pathways to full-time roles, and a supportive culture that values your contributions. Enjoy competitive pay, performance bonuses, and benefits including health insurance and 401(k) matching for full-time transitions.
Responsibilities
- Resolve customer inquiries via phone, email, and chat during evening shifts (3 PM - 11 PM EST)
- Maintain detailed case documentation in Salesforce CRM with 98% accuracy
- Collaborate with global teams using Zendesk and Microsoft Teams platforms
- Identify process improvement opportunities and implement solutions
- Meet/exceed quality metrics (CSAT >90%, FCR >85%) while maintaining SLAs
- Participate in quarterly training sessions to enhance product knowledge
Qualifications
- High school diploma or equivalent; associate degree preferred
- 1+ years customer service experience in remote environment
- Proficiency with CRM tools (Salesforce, Zendesk) and MS Office Suite
- Exceptional written/verbal communication skills with clear articulation
- Strong problem-solving abilities with calm demeanor under pressure
- Reliable high-speed internet connection and quiet home office space
- Ability to work independently while collaborating in virtual teams