Job Description
Join our award-winning support team as a Night Shift Customer Service Representative in San Jose! We're seeking empathetic professionals to deliver exceptional service to our diverse client base. Enjoy competitive pay, comprehensive benefits, and fully paid training – no experience required! This overnight role (11 PM - 7 AM) offers premium shift differential and a collaborative, tech-forward environment. Perfect for night owls seeking stability and growth opportunities in Silicon Valley's thriving tech hub.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95% satisfaction rate
- Resolve technical issues for enterprise clients using CRM and diagnostic tools
- Document interactions accurately in Salesforce and escalate complex cases
- Collaborate with Tier-2 support to troubleshoot escalated technical problems
- Meet/exceed KPIs: 25+ calls/day, <90s average handle time, <15% abandonment rate
- Maintain product knowledge through continuous learning modules
- Support cross-functional teams during product launches and updates
Qualifications
- High school diploma or equivalent (college preferred)
- 1+ years customer service experience in high-volume environment
- Typing speed: 40+ WPM with 95% accuracy
- Proficiency in CRM systems (Salesforce experience a plus)
- Exceptional conflict resolution and active listening skills
- Ability to work independently during overnight shifts
- Flexibility to adapt to changing processes and technologies
- Fluency in English; bilingual (Spanish/Mandarin) strongly preferred