Job Description
Join ConnectCare Solutions as a Night Shift Chat Support Specialist and become the frontline hero for our Philadelphia-based clients! This full-time, immediate-start opportunity offers competitive pay and a dynamic remote work environment. We're seeking empathetic communicators to deliver exceptional customer service through live chat during overnight hours (11 PM - 7 AM EST). Enjoy flexible scheduling, comprehensive training, and career growth potential in a tech-forward company that values work-life balance.
What We Offer:
- Competitive hourly pay with performance bonuses
- Full benefits package including health insurance and 401(k)
- Equipment stipend for home office setup
- 24/7 support and dedicated career development
Responsibilities
- Respond to customer inquiries via live chat within 30-second response time
- Resolve technical issues, billing concerns, and product questions
- Maintain detailed case notes in CRM system with 98% accuracy
- Collaborate with Tier 2 support for complex escalations
- Meet/exceed monthly KPIs for customer satisfaction (CSAT) and resolution rate
- Participate in bi-weekly training sessions for product updates
- Contribute to knowledge base documentation improvements
Qualifications
- Minimum 1 year customer service experience (chat/voice support)
- Proven typing speed of 50+ WPM with 95% accuracy
- Exceptional written communication skills with professional tone
- Ability to multitask across 3-5 chat conversations simultaneously
- Reliable high-speed internet and quiet home office setup
- Flexible availability for overnight shifts (11 PM - 7 AM EST)
- Proficiency with Zendesk, Salesforce, or similar CRM platforms
- High school diploma or equivalent (college degree preferred)