Job Description
Are you looking for a stable, high-paying position that offers a unique work-life balance? Apex Data Systems is currently seeking a dedicated Night Shift Customer Support Specialist to join our growing team in Philadelphia, PA. We pride ourselves on providing top-tier technical support to enterprise clients, and we need a reliable individual to ensure our clients receive exceptional service around the clock.
As a Night Shift Specialist, you will be the face of our company during off-hours, resolving complex technical inquiries with precision and empathy. This role is perfect for candidates who thrive in a quiet environment and prefer to focus without the distractions of a busy day shift.
Responsibilities
- Resolve Technical Inquiries: Assist enterprise clients via phone, email, and live chat to troubleshoot software and hardware issues efficiently.
- System Management: Log all interactions and resolutions accurately into the CRM ticketing system (Salesforce) to maintain up-to-date client records.
- Escalation Handling: Collaborate with the day-shift engineering team to escalate critical bugs or complex issues requiring immediate technical intervention.
- Quality Assurance: Adhere to strict Service Level Agreements (SLAs) to ensure a 98%+ customer satisfaction rating on all night shift tickets.
- Documentation: Maintain a knowledge base of common issues and solutions to improve team efficiency and reduce resolution times.
Qualifications
- Education: High school diploma or GED required; Associate’s degree in IT or related field is a plus.
- Experience: Minimum of 1-2 years of experience in customer support, helpdesk, or technical support roles.
- Technical Skills: Proficiency in Microsoft Office Suite and experience with CRM software (Salesforce, Zendesk, or similar) is essential.
- Communication: Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical users.
- Availability: Must be willing to work rotating night shifts, weekends, and holidays as required.