Customer Support Representative - Night Shift

Allied Tech; Austin (TX); Remote; USD 61,000 - 74,000; Full time

Benefits offered by this job

Fully remote position

Health, dental, vision insurance

401(k) with company match

40 days PTO including holidays

Home-office stipend $200/mo

Job summary

Allied Tech is seeking a Customer Support Representative for the night shift to deliver empathetic, clear, and effective help via phone, chat, and ticketing tools. You will handle routine issues, escalate complex cases, and guide users through solutions while maintaining high-quality documentation.

The role is fully remote with health/Dental/Vision, 401(k) with company match, and PTO. 2+ years in customer service and experience with Zendesk or Intercom are preferred.

Qualifications

• Minimum 2+ years in customer service or a help desk role.
• Experience with phone, live chat, and ticketing software such as Zendesk/Intercom.

Responsibilities

• Provide customer support and basic technical support via phone, live chat, ticketing systems, and occasional video calls.
• Resolve complex cases escalated by other Customer Support Representatives.
• Troubleshoot account and software issues for clients' users with clear, patient guidance.
• Document issues and resolutions in internal systems accurately.
• Contribute to knowledge base articles for common and uncommon issues.

Skills

Customer service

Written communication

Multi-system navigation

Tools

Zendesk

Intercom

Ticketing systems

Job description

Customer Support Representative - Night Shift

It's been said that the secret of getting ahead is getting started. We'd add one thing to that: it helps considerably if you actually like people. We're building a team of thoughtful, service-minded people who find satisfaction in a good conversation, take pride in solving problems, and make every customer feel like they called at just the right time.

What is the pay?

• $61,000 - $74,000 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.

• 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.