Job Description
We are seeking a dedicated Night Shift Customer Support Specialist to join our elite team in New York. If you are a self-starter who excels in an independent environment and enjoys helping customers solve complex problems while the city sleeps, we want to hear from you.
As a key member of our support team, you will ensure our clients receive top-tier assistance during our peak operational hours. This is a fantastic opportunity for individuals looking for part-time work that offers flexibility, competitive pay, and professional growth.
Responsibilities
- Manage Inbound Communications: Respond to a high volume of emails, chat tickets, and phone inquiries during night shifts with empathy and efficiency.
- Troubleshoot Technical Issues: Diagnose and resolve software and hardware issues for enterprise clients using advanced diagnostic tools.
- Document Interactions: Maintain accurate, detailed, and up-to-date records of all customer interactions in our CRM system.
- Escalation Management: Identify complex issues that require day-shift supervision and escalate them appropriately to ensure continuity of service.
- Quality Assurance: Review your own work and support tickets to ensure adherence to company quality standards and Service Level Agreements (SLAs).
- Collaboration: Coordinate with day-shift team leads to ensure a seamless transition of ongoing projects and client concerns.
Qualifications
- Education: High school diploma or GED required; Associate’s degree in a related field is a plus.
- Experience: Minimum of 1-2 years of experience in customer support, technical support, or a related field.
- Availability: Must be available to work rotating night shifts, including weekends and holidays.
- Technical Proficiency: Strong computer skills, including proficiency in MS Office Suite and CRM software (e.g., Zendesk, Salesforce).
- Communication: Excellent verbal and written communication skills with a focus on clarity and professionalism.
- Reliability: Proven track record of punctuality and dependability in previous employment.