Job Description
Join our award-winning customer support team as a Night Shift Specialist at TechConnect Solutions! We're seeking dedicated professionals to provide exceptional service to our global clientele during evening hours. Enjoy premium compensation, comprehensive benefits, and a supportive culture in Seattle's vibrant tech hub. This role offers stability in a growing company with opportunities for advancement.
Responsibilities
- Handle high-volume inbound/outbound calls, chats, and emails for enterprise clients
- Resolve technical inquiries with empathy and efficiency using CRM systems
- Document interactions and escalate complex issues to senior specialists
- Maintain performance metrics (CSAT, AHT, FCR) above 95% threshold
- Collaborate with day-shift teams for seamless service continuity
- Participate in bi-weekly training sessions on new products/processes
- Contribute to process improvement initiatives
Qualifications
- Minimum 1 year customer service experience in BPO/tech environment
- Proven ability to troubleshoot hardware/software issues
- Exceptional written and verbal communication skills
- Comfortable working independently during overnight hours
- Proficient with Salesforce, Zendesk, or similar CRM platforms
- High school diploma or equivalent; college degree preferred
- Available to work flexible shifts including weekends
- Must pass background check and drug screening