Job Description
Join TechSupport Pro's elite remote team as a Night Shift Chat Support Agent! We're revolutionizing customer service with cutting-edge chat technology, and we need dedicated professionals in San Jose, CA to deliver exceptional support during critical overnight hours. This fully remote position offers the flexibility of working from home while representing our innovative tech brand. Enjoy competitive pay, comprehensive training, and opportunities for career growth—all while making a real impact on customer satisfaction.
Why You'll Love This Role:
- Work from anywhere in San Jose, CA
- Competitive hourly pay with performance bonuses
- Comprehensive benefits package (health, dental, vision)
- Flexible scheduling around your life
- Cutting-edge tools and ongoing training
Responsibilities
- Deliver real-time chat support to resolve technical issues and customer inquiries during night shift hours (10 PM - 6 AM PST)
- Maintain exceptional response times while troubleshooting complex software/hardware problems
- Document all interactions using our CRM system with precision and attention to detail
- Collaborate with cross-functional teams to escalate unresolved issues and improve support workflows
- Proactively identify opportunities to enhance customer experience and process efficiency
- Adhere to SLAs and maintain 95%+ customer satisfaction metrics
- Participate in ongoing training to master new products and support techniques
Qualifications
- Minimum 2 years of customer service experience, preferably in chat/technical support
- Exceptional written communication skills with professional, empathetic tone
- Proficient in typing (60+ WPM) with ability to manage multiple concurrent chats
- Strong troubleshooting skills for common software/hardware issues
- Reliable high-speed internet and dedicated home office setup
- Comfortable working independently during overnight hours
- Experience with Zendesk, Intercom, or similar chat platforms
- Ability to adapt quickly to new technologies and processes