Customer Service Representative - Day Shift

Allied Tech; Austin (TX); A distancia; USD 50.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Health insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Descripción de la vacante

Allied Tech is seeking a Customer Service Representative for a fully remote role with a Day Shift (8:00 AM – 4:00 PM CT). Base pay ranges from $50,000 to $62,000 per year, with performance bonuses up to 20% of salary.

You will provide customer and basic technical support via phone, live chat, ticketing systems, and occasional video calls. You will resolve escalated cases, troubleshoot software issues, document resolutions, and contribute to knowledge base articles while maintaining empathy and

Formación

• 2+ years customer service or help desk experience.
• 1+ year experience with phone, live chat, and ticketing software such as Zendesk or Intercom.

Responsabilidades

• Provide customer and basic technical support via phone, live chat, ticketing systems, and occasional video calls.
• Resolve complex cases escalated by Customer Support Representatives.
• Troubleshoot software-related issues for clients' users.
• Guide users through solutions clearly and patiently.
• Identify patterns in escalated cases and surface insights to leadership.
• Escalate complex cases through structured workflows.
• Document issues and resolutions in internal systems.
• Contribute to knowledge base articles.

Conocimientos

Customer service

Written communication

Multitasking

Herramientas

Zendesk

Intercom

Descripción del empleo

Customer Service Representative - Day Shift

There are two kinds of people in this world: those who light up a room when they walk in, and those who light it up when they leave. We're looking for the first kind.

What is the pay?

• $50,000 - $62,000 per year, based on experience
• Individual performance-based bonus up to 10% of salary
• Company performance-based bonus up to 10% of salary

What are the benefits?

• Fully remote position
• Competitive health, dental, and vision insurance
• 401(k) with up to 6% company match
• 40 days of paid time off, inclusive of vacation, sick days, and holidays
• $200/month home-office stipend
• Promote-from-within culture with clear opportunities for advancement

What will I be doing?

• Providing customer support and basic technical support via phone, live chat, ticketing systems, and occasional video calls
• Resolving complex cases escalated by Customer Support Representatives
• Troubleshooting both common and uncommon account and software-related issues for our clients' users
• Guiding users through solutions in a clear and patient manner
• Identifying patterns in escalated cases and surfacing insights to leadership
• Escalating complex cases through structured workflows
• Documenting issues and resolutions accurately within internal systems
• Contributing to knowledge base articles for both common and uncommon issues
• Following established processes to deliver consistent, high-quality support
• Representing client brands with empathy and professionalism

What are the requirements?

• Able to diagnose and resolve common software-related issues including login errors, access permissions, and account billing resolutions
• Excellent written communication, including grammar, punctuation, and spelling
• Comfortable navigating multiple software systems simultaneously
• Fast, reliable internet connection and a distraction-free work environment

What additional qualifications could I have?

• 2+ years customer service, help desk, or other customer-facing support experience
• 1+ year experience with phone, live chat, and ticketing software systems such as Zendesk, Intercom, or similar

What 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.

• Day Shift: 8:00 AM - 4:00 PM Central Time (CT)

Great customer service is about more than answering questions -- it's about creating trust, solving problems, and making people feel taken care of. If that sounds like the kind of work you do best, we'd love to hear from you.