Job Description
Join our award-winning customer care team as a Night Shift Chat Support Specialist in Charlotte! We're seeking empathetic tech enthusiasts to deliver exceptional digital customer experiences while our city sleeps. Enjoy competitive pay, premium benefits, and a supportive remote-friendly environment. Perfect for night owls who thrive in quiet, focused settings.
Why You'll Love Working With Us:
• Premium health/dental/vision coverage
• 401(k) with company match
• Paid training & career growth paths
• Exclusive employee wellness programs
• Night shift differential pay
Responsibilities
- Deliver real-time text-based support via chat for SaaS products
- Resolve technical issues and billing inquiries with precision
- Maintain detailed case histories in CRM systems
- Collaborate with Tier-2 engineers for complex escalations
- Proactively identify upsell opportunities for service enhancements
- Adhere to SLA metrics with >95% chat satisfaction scores
- Participate in weekly knowledge-sharing sessions
Qualifications
- 1+ years experience in digital customer support
- Exceptional written communication skills (type 60+ WPM)
- Proficiency with Zendesk/Intercom/Salesforce platforms
- High-speed home internet & quiet workspace
- Ability to troubleshoot Windows/macOS ecosystems
- Availability for 11 PM - 7 AM shifts (Sun-Thu)
- CompTIA A+ or Google IT Support certification preferred
- Strong attention to detail in documentation