Job Description
Join NexusTech Solutions as a Weekend Remote Customer Support Specialist and become the backbone of our client experience! This direct hire position offers the flexibility of remote work with competitive compensation and career growth opportunities. As a key member of our support team, you'll resolve complex technical issues, deliver exceptional service, and contribute to our industry-leading SaaS platform's success. Enjoy weekends off during the week while making a tangible impact on customer satisfaction and retention.
Responsibilities
- Resolve Tier 2 customer inquiries via phone, email, and chat with 95% resolution efficiency
- Document support cases in Salesforce with detailed technical documentation
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Maintain SLA compliance for weekend shift response times (< 30 min)
- Conduct proactive customer outreach for subscription renewals and feature adoption
- Train junior support staff on troubleshooting methodologies
- Analyze support metrics to identify process improvement opportunities
Qualifications
- 3+ years in technical customer support with SaaS/tech products
- Expertise in CRM platforms (Salesforce) and helpdesk tools (Zendesk)
- Strong troubleshooting skills for Windows/macOS, cloud services, and APIs
- Exceptional written and verbal communication with empathetic tone
- Ability to work independently in remote environment with minimal supervision
- Weekend availability (Saturday/Sunday) with flexible weekday hours
- Bachelor's degree in Computer Science or related field preferred