Job Description
Join our award-winning customer experience team as a Night Shift Customer Service Representative! Innovate Solutions Inc. is seeking empathetic professionals to deliver exceptional support while our clients rest. This critical role ensures 24/7 service excellence for our growing tech client base in the Research Triangle area. Enjoy competitive compensation, premium benefits, and a supportive remote-hybrid environment. If you thrive in nighttime settings and value making meaningful customer connections, this opportunity is your next career move!
Responsibilities
- Provide multichannel support (phone, chat, email) during overnight hours (11 PM - 7 AM)
- Resolve technical inquiries and billing issues for enterprise software clients
- Document interactions in Salesforce CRM with 99% accuracy
- Collaborate with global support teams via Slack and virtual huddles
- Meet SLAs for first-contact resolution and customer satisfaction scores
- Escalate complex issues to Tier 2 engineers with detailed context
- Participate in quarterly training on new product features
- Maintain 95% schedule adherence in attendance tracking system
Qualifications
- 1+ years customer service experience in tech/SAAS environment
- Exceptional verbal communication with neutral accent
- Proficient in CRM platforms (Salesforce preferred)
- Ability to multitask across 3+ communication channels
- Comfortable working nights with flexible schedule availability
- High school diploma; associate's degree preferred
- Typing speed 45+ WPM with 98% accuracy
- Experience with remote work tools (Zoom, Slack)