Job Description
Are you a night owl looking for a job that pays you when you need it? NexGen Customer Solutions is seeking a dedicated Night Shift Customer Support Specialist to join our fast-paced team in Austin, Texas. We pride ourselves on our Daily Pay and Weekly Pay options, ensuring you have access to your earnings immediately.
In this role, you will be the first point of contact for our clients, troubleshooting technical issues and resolving inquiries with empathy and efficiency. We offer a modern work environment, competitive benefits, and the financial freedom of same-day or weekly pay.
Why Join Us?
- Daily Pay Option: Get your paycheck on your schedule, not just once a week.
- Weekly Pay Guarantee: Reliable payouts every Friday for peace of mind.
- Competitive Pay: $18 - $24/hour based on experience.
- Growth Opportunities: Clear career path from Support to Team Lead.
- Modern Tech Stack: Work with the latest CRM and communication tools.
Your Mission
As a Night Shift Specialist, you will ensure our clients have a seamless experience while working during off-peak hours. You will handle a high volume of inquiries via chat and phone, providing technical guidance and solutions.
Responsibilities
- Provide exceptional technical support and customer service via chat, email, and phone during evening and night hours.
- Resolve complex technical issues and escalate them to Tier 2 support when necessary without compromising customer satisfaction.
- Maintain a high First Contact Resolution (FCR) rate while adhering to strict Service Level Agreements (SLAs).
- Document all customer interactions, issues, and resolutions accurately in our CRM system.
- Collaborate with the product team to identify common pain points and suggest improvements.
- Manage multiple chat queues and prioritize incoming tickets effectively.
Qualifications
- High school diploma or equivalent; Associate’s degree in IT or Customer Service preferred.
- 1+ years of experience in customer support, technical support, or a call center environment.
- Strong technical aptitude and ability to learn new software quickly.
- Ability to work independently in a remote or hybrid night shift setting (10:00 PM - 6:00 AM or similar).
- Proficient in using CRM software and Microsoft Office Suite.
- Strong problem-solving skills and excellent verbal/written communication.