Job Description
We are seeking a highly motivated and reliable Weekend Support Specialist to join our dynamic team in Seattle, WA. In this pivotal role, you will be the first point of contact for our valued customers during the weekend, ensuring seamless resolution of technical inquiries and delivering exceptional service. We value flexibility, technical aptitude, and a customer-first mindset.
Why Join Us?
• Competitive hourly rate and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Paid time off and holiday pay for weekend staff.
• Remote-first culture with a modern tech stack.
• Professional development opportunities and career growth.
Responsibilities
- Manage and resolve incoming customer support tickets via Zendesk and Slack with a focus on speed, accuracy, and empathy.
- Provide technical troubleshooting assistance for software applications and hardware devices.
- Collaborate closely with the weekday support team to ensure seamless knowledge transfer and continuity of service.
- Document complex solutions and contribute to our internal knowledge base to improve future support.
- Maintain a high Customer Satisfaction Score (CSAT) by exceeding service level agreements (SLAs).
- Identify trends in customer feedback and communicate product or process improvements to management.
Qualifications
- 1-3 years of experience in customer support, technical help desk, or client-facing roles.
- Strong technical aptitude with the ability to learn new software quickly.
- Excellent written and verbal communication skills, with a professional and friendly tone.
- Must be available to work weekends (Saturday and Sunday) on a consistent schedule.
- Experience with CRM software, ticketing systems, and remote collaboration tools (e.g., Slack).