Support Specialist – Overnight

Jobtailor; Deutschland; Remote; EUR 34.000 - 52.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a customer support specialist to respond to business customers and consumers via chat and email. You will resolve inquiries, monitor accounts for fraud, and collaborate with internal teams to improve processes and customer experience.

Ideal candidates have 2+ years in a contact center, strong written and verbal communication, and comfort with overnight shifts (12am–8:30am EST). Knowledge of online payments is a plus.

Qualifikationen

• 2+ years in a contact center or customer support environment.
• Willingness to work overnight 12am–8:30am EST.
• Strong written and verbal communication skills.
• Familiarity with online payment rules is a plus.

Aufgaben

• Respond to Business Customers and their Consumers across digital support channels (chat and email).
• Collaborate with internal teams to investigate and resolve inquiries.
• Document customer interactions according to internal processes.
• Monitor accounts for potential fraudulent activity and take appropriate action.
• Participate in special projects to improve product quality and customer satisfaction.
• Handle additional administrative tasks as needed.

Kenntnisse

Customer support

Written communication

Verbal communication

Multitasking

Overnight shift experience

KPI tracking

Tools

Genesys Cloud

Chat platforms

Email platforms

Jobbeschreibung

• Respond to Business Customers and their Consumers across digital support channels (chat and email), resolving inquiries, requests, and issues efficiently and empathetically.
• Work overnight shifts Monday-Sunday, 12am - 8:30am EST, with a consistent late-night schedule.
• Develop a strong understanding of Paramount Commerce’s products and services to provide accurate, helpful, and consistent support.
• Collaborate with internal teams to investigate and resolve customer inquiries.
• Ensure customer interactions are well-documented and managed according to internal processes and standards.
• Identify challenges and share ideas to improve processes, tools, and the overall customer experience.
• Monitor customer accounts for potential fraudulent activity and take appropriate action.
• Participate in special projects improving product quality, service delivery, and customer satisfaction.
• Support additional administrative tasks as needed.

Requirements

• 2+ years of experience in a contact center or customer support environment, ideally supporting customers via chat and email.
• Comfortable and reliable working overnight from 12am - 8:30am EST.
• Solid understanding of contact center metrics and KPIs.
• Familiarity with online payment rules and regulations is an asset.
• Strong written and verbal communication skills.
• Ability to multitask and navigate multiple digital tools and platforms simultaneously.
• Experience with Genesys Cloud is an asset.
• La connaissance de l’anglais peut être requise afin de collaborer avec des collègues, partenaires et clients situés à l’extérieur du Québec.

Core Competencies

Demonstrates expertise in customer support through effective communication and problem-solving skills, with a strong understanding of contact center metrics and online payment regulations. Capable of working overnight shifts while managing multiple digital tools to enhance customer experience.

Highest-signal resume keywords

• Customer Support Experience
• Contact Center Metrics
• Written And Verbal Communication
• Multitasking Skills
• Genesys Cloud Familiarity

ATS Optimization Keywords

Hard Skills

• Customer Support
• Contact Center Operations
• Problem Resolution
• Fraud Monitoring
• Process Improvement

Soft Skills

• Empathy
• Collaboration
• Adaptabilité

Industry Keywords

• Online Payment Regulations
• Customer Experience
• KPI Management

Tools & Technologies

• Genesys Cloud
• Digital Support Channels