Job Description
Join our award-winning customer support team and become the voice of innovation in Austin's thriving tech corridor! We're seeking dedicated Night Shift Customer Service Representatives to deliver exceptional experiences while our clients sleep. This role offers unmatched flexibility with a 10:00 PM - 6:00 AM schedule, plus comprehensive benefits including health insurance and tuition reimbursement. Work in our state-of-the-art downtown Austin facility with free parking and on-site wellness facilities. If you're a night owl who thrives in quiet environments and wants to make a real impact, this is your calling!
Responsibilities
- Handle high-volume inbound/outbound customer inquiries via phone, email, and chat with 98% first-contact resolution rate
- Resolve complex technical issues using proprietary CRM and diagnostic tools
- Document interactions accurately in Salesforce while maintaining strict data compliance
- Collaborate with technical escalation teams to resolve Tier 2+ issues
- Proactively identify upsell opportunities based on customer needs analysis
- Maintain 95% customer satisfaction score through personalized problem-solving
- Participate in bi-weekly training sessions to master new product features
Qualifications
- Minimum 2 years experience in high-volume customer service environment
- Proficiency with CRM platforms (Salesforce preferred) and ticketing systems
- Exceptional written and verbal communication skills with neutral accent
- Ability to multitask across multiple channels while maintaining quality standards
- Strong problem-solving skills with analytical mindset
- Typing speed of 45+ WPM with 98% accuracy
- Flexibility to work weekends and holidays during peak seasons
- High school diploma or equivalent; college degree preferred