Job Description
Join our dynamic team as a Night Shift Chat Support Specialist and become the frontline hero for our clients! We're seeking empathetic and tech-savvy individuals to deliver exceptional customer experiences through live chat. Enjoy competitive pay, flexible scheduling, and immediate start opportunities in Charlotte's thriving tech hub. No weekends required – work Monday-Friday while most of the city sleeps!
Responsibilities
- Resolve customer inquiries via real-time chat with 95% satisfaction rate
- Multi-task between 3-5 chat conversations while maintaining response times <60 seconds
- Document cases accurately in CRM system with detailed resolution notes
- Collaborate with tier-2 support for technical escalations
- Participate in weekly training sessions on new products/processes
- Identify upsell opportunities for premium services
- Maintain 99% chat availability during assigned shift
Qualifications
- Minimum 1 year customer support experience (chat/voice/email)
- Exceptional typing speed (60+ WPM) with 98% accuracy
- Proficient in Zendesk/Salesforce or similar CRM platforms
- Available for 11 PM - 7 AM EST shifts (Monday-Friday)
- High school diploma or equivalent (college preferred)
- Ability to work independently in remote environment
- Basic troubleshooting knowledge for web/mobile applications
- US citizenship or valid work authorization required