Job Description
Are you an empathetic problem solver with a passion for helping others? ApexLink Solutions is seeking a dedicated Night Shift Chat Support Specialist to join our elite remote team based in the Seattle area. We offer a competitive salary, flexible scheduling, and a supportive work environment where your voice matters.
In this role, you will serve as the first line of defense for our clients, resolving complex inquiries through our state-of-the-art chat platform. If you have a knack for technology and a commitment to excellence, we want to hear from you.
Responsibilities
- Provide exceptional customer support via real-time text chat for our clients in the US.
- Diagnose and troubleshoot technical issues, software errors, and billing inquiries efficiently.
- Maintain a high first-contact resolution rate and ensure customer satisfaction scores (CSAT) remain above 90%.
- Document all interactions accurately in our CRM system (Zendesk/Salesforce) according to compliance protocols.
- Collaborate with the technical team and product department to escalate recurring issues and suggest improvements.
- Adhere to company policies, including strict confidentiality and data privacy standards.
Qualifications
- High school diploma or GED equivalent; Associate's degree preferred.
- Proven experience in customer service, technical support, or chat-based support roles.
- Must be available to work night shifts (e.g., 10:00 PM - 6:00 AM PST).
- Fluent in written English with impeccable grammar and punctuation.
- Reliable high-speed internet connection and a distraction-free home workspace.
- Proficiency in using multiple computer applications and navigating websites.