Job Description
Join ConnectSolutions Inc., a leader in customer experience innovation, as a Remote Customer Service Representative for our night shift operations based in San Jose, CA. This full-time opportunity combines the flexibility of remote work with competitive compensation and growth potential. You'll be the frontline hero delivering exceptional support to our tech clients while enjoying a quiet, productive home environment.
What We Offer:
- Industry-leading pay with $2-$4/hour night shift differential
- Comprehensive benefits package (health/dental/vision + 401K)
- Latest tech equipment provided (laptop, headset, dual monitors)
- Clear career advancement path to Team Lead/Supervisor roles
- Monthly performance bonuses and recognition programs
Our Ideal Candidate: A tech-savvy problem-solver who thrives in independent settings and values work-life balance through remote flexibility.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat for high-value tech clients
- Resolve complex technical inquiries and troubleshoot software/hardware issues
- Process orders, returns, and account modifications with 100% accuracy
- Maintain detailed CRM documentation and follow-up protocols
- Collaborate with Tier 2 support teams for escalated technical resolutions
- Meet/exceed KPIs: First Contact Resolution (FCR >85%), CSAT scores (>90%), and AHT targets
- Participate in monthly product knowledge workshops and certification programs
Qualifications
- 2+ years of customer service experience (tech industry preferred)
- Proven track record in remote or home-based work environments
- Advanced proficiency with CRM systems (Salesforce, Zendesk) and MS Office Suite
- Exceptional communication skills with neutral/standard English accent
- Reliable high-speed internet (minimum 50 Mbps) and dedicated home office space
- Availability to work 11 PM - 7 AM PST, including weekends and holidays
- Strong problem-solving abilities with technical aptitude
- Valid California ID and ability to pass background check