Job Description
Join NexaConnect Solutions as a Night Shift Chat Support Specialist and become the digital voice of our brand! Work remotely from anywhere in the United States while providing exceptional customer service through our live chat platform. This role offers competitive pay, comprehensive benefits, and the flexibility of working from home. As a key member of our support team, you'll resolve customer inquiries, troubleshoot technical issues, and ensure seamless experiences—all while earning a shift differential for your night schedule. If you're a night owl with a passion for problem-solving and communication, this opportunity is tailored for you!
Responsibilities
- Respond to customer inquiries via live chat within 60 seconds, maintaining a 95% satisfaction rate
- Resolve technical issues, billing questions, and product usage concerns efficiently
- Document all interactions in Zendesk, ensuring accurate case resolution and follow-up
- Collaborate with tier-2 support teams for complex escalations
- Proactively identify trends and suggest process improvements
- Adhere to company SLAs and quality standards during all interactions
- Participate in weekly training sessions to enhance product knowledge
Qualifications
- Minimum 1 year of customer service experience, preferably in chat or digital support
- Exceptional written communication skills with 60+ WPM typing accuracy
- Proficient in CRM systems (Zendesk/Salesforce) and chat platforms
- Ability to work independently in a home office environment
- Strong problem-solving skills and emotional intelligence
- Reliable high-speed internet and quiet workspace
- Flexibility to work nights (10 PM - 6 AM CT) and weekends
- High school diploma or equivalent; college degree preferred