Job Description
We are seeking a dedicated Night Shift Customer Support Specialist to join our elite operations team in Boston, MA. If you thrive in a quiet, focused environment and enjoy providing exceptional service during off-hours, this is the perfect opportunity for you.
As a key member of our 24/7 support infrastructure, you will play a vital role in maintaining our high standards of customer satisfaction and system reliability.
Responsibilities
- Resolve complex customer inquiries and technical issues via phone, email, and chat during the night shift.
- Document all interactions and case resolutions accurately and efficiently in our CRM system.
- Collaborate closely with the day-shift team to ensure seamless handovers and continuity of support.
- Identify recurring technical issues and provide actionable feedback to the development and engineering teams.
- Ensure all service level agreements (SLAs) are met and maintained without exception.
- Maintain a professional and calm demeanor when handling high-pressure situations.
Qualifications
- High school diploma or equivalent required; Associate’s degree preferred.
- Previous experience in customer support, technical helpdesk, or IT operations is highly preferred.
- Must be available to work rotating night shifts, including weekends and holidays.
- Strong troubleshooting skills and proficiency with Windows/macOS and common office software.
- Excellent written and verbal communication skills with a focus on clarity and empathy.