Job Description
Join our elite customer support team and become the digital voice of innovation! We're seeking dedicated Night Shift Chat Support Agents to deliver exceptional service from the comfort of your home office. As a key player in our 24/7 operations, you'll resolve complex inquiries, build customer loyalty, and contribute to our industry-leading satisfaction metrics. Enjoy a supportive remote environment with cutting-edge tools and career growth opportunities in the dynamic tech sector.
Responsibilities
- Deliver real-time chat support for high-value B2B clients across multiple platforms
- Resolve technical issues, billing inquiries, and product questions with precision
- Maintain detailed case documentation in CRM systems with 99.5% accuracy
- Collaborate with Tier 2 teams to escalate unresolved issues efficiently
- Proactively identify upsell opportunities based on customer needs
- Participate in monthly training sessions to master new product features
- Meet/exceed KPIs including CSAT scores and resolution times
Qualifications
- Minimum 2 years experience in high-volume chat/call center support
- Proficiency in Zendesk, Intercom, or similar CRM platforms
- Exceptional typing speed (60+ WPM) with 99% accuracy
- Deep understanding of SaaS products and troubleshooting methodologies
- Strong problem-solving skills with creative resolution approaches
- Ability to multitask across 3-4 concurrent chat sessions
- Reliable high-speed internet and dedicated home office setup
- Night shift availability (11 PM - 7 AM MST) with flexible scheduling