Job Description
Are you a night owl with a passion for problem-solving? Apex Communications is looking for a dedicated Night Shift Customer Support Specialist to join our high-performing team in San Diego. In this pivotal role, you will serve as the primary point of contact for our valued clients, ensuring they receive world-class assistance during evening hours. We pride ourselves on a culture of excellence, offering a stable environment, competitive pay, and comprehensive benefits for our night operations team.
Why Join Us?
- Competitive Pay: Earn between $18.00 and $24.00 per hour.
- Work-Life Balance: Enjoy predictable night shift schedules with consistent hours.
- Benefits Package: Medical, dental, and vision insurance available after 60 days.
- Growth Opportunities: Clear pathways for career advancement within the tech support sector.
We are looking for someone who thrives in a fast-paced environment and can maintain a calm, professional demeanor while helping customers resolve complex technical issues.
Responsibilities
- Handle inbound and outbound customer inquiries via phone, email, and chat with a focus on immediate resolution.
- Diagnose technical issues and provide step-by-step solutions to end-users using our troubleshooting protocols.
- Document all interactions, resolutions, and customer feedback accurately in our CRM database.
- Escalate complex or unresolved issues to Tier 2 support specialists while keeping the customer informed.
- Maintain a high first-contact resolution rate and adhere to strict quality assurance and call metrics.
- Collaborate with cross-functional teams to identify product trends and improve support documentation.
Qualifications
- High school diploma or equivalent; Associate’s degree in IT or Customer Service preferred.
- Minimum of 1-2 years of experience in a call center, technical support, or customer service environment.
- Excellent verbal communication skills and the ability to explain technical concepts to non-technical users.
- Must be available to work rotating night shifts, including weekends and holidays.
- Proficiency with Microsoft Office Suite and CRM software (e.g., Zendesk, Salesforce, Freshdesk).
- Strong problem-solving abilities, patience, and empathy when dealing with frustrated customers.