Senior Customer Support Representative - Night Shift

Senior Customer Support Representative - Night ShiftSome support issues are simple. Others take patience, judgment, and a little more experience to resolve. We're looking for the person people turn to when the usual fix isn't enough.What is the pay?$66,000 - $80,000 per year, based on experienceIndividual performance-based bonus up to 10% of salaryCompany performance-based bonus up to 10% of salaryWhat are the benefits?Fully remote positionCompetitive health, dental, and vision insurance401(k) with up to 6% company match40 days of paid time off, inclusive of vacation, sick days, and holidays$200/month home-office stipendPromote-from-within culture with clear opportunities for advancementWhat will I be doing?Providing customer support and basic technical support via phone, live chat, ticketing systems, and occasional video callsResolving complex cases escalated by Customer Support RepresentativesTroubleshooting both common and uncommon account and software-related issues for our clients' usersGuiding users through solutions in a clear and patient mannerIdentifying patterns in escalated cases and surfacing insights to leadershipEscalating complex cases through structured workflowsDocumenting issues and resolutions accurately within internal systemsContributing to knowledge base articles for both common and uncommon issuesFollowing established processes to deliver consistent, high-quality supportRepresenting client brands with empathy and professionalismWhat are the requirements?Able to diagnose and resolve common software-related issues including login errors, access permissions, and account billing resolutionsExcellent written communication, including grammar, punctuation, and spellingComfortable navigating multiple software systems simultaneouslyFast, reliable internet connection and a distraction-free work environmentWhat additional qualifications could I have?2+ years customer service, help desk, or other customer-facing support experience1+ year experience with phone, live chat, and ticketing software systems such as Zendesk, Intercom, or similarWhat shifts are available?This role supports 24/7 coverage across our client base, with 3 different shift schedules available. Team members work a rotating 5-on / 2-off schedule, with days off shifting periodically so that weekend shifts are shared equally across the team. Each shift is 8 hours and averages 40 hours per week.Night Shift: 12:00 AM - 8:00 AM Central Time (CT)Great customer support is about more than resolving issues -- it's about creating trust, solving problems, and helping people feel supported when something isn't working. If that sounds like the kind of work you do best, we'd love to hear from you!J-18808-Ljbffr Allied Tech