Job Description
Join our elite night shift chat support team and become the digital lifeline for customers across Washington DC and Virginia! We're seeking tech-savvy communicators to resolve complex issues via live chat while working 11 PM - 7 AM shifts. This immediate-start opportunity offers competitive pay, premium benefits, and career advancement in a dynamic tech environment. Perfect for night owls who thrive in fast-paced digital interactions!
Responsibilities
- Deliver real-time technical support via live chat for software/hardware issues
- Resolve customer inquiries with 95% first-contact resolution rate
- Document cases in CRM system with detailed technical notes
- Collaborate with Tier 2 engineers for complex escalations
- Maintain service level agreements (SLAs) for response times
- Train on proprietary systems during onboarding phase
- Monitor chat queues during overnight peak hours
- Participate in weekly performance improvement initiatives
Qualifications
- 2+ years customer service or tech support experience
- Exceptional written communication skills (80+ WPM typing)
- Proficiency with Windows/macOS and mobile platforms
- Ability to multitask 3-4 chat conversations simultaneously
- Available for 11 PM - 7 AM shifts (Sun-Thurs)
- High school diploma; relevant certifications preferred
- Reliable transportation to DC/VA office locations
- Pass background check and drug screening