Customer Support Representative - Swing Shift

Allied Tech; Austin (TX); A distancia; USD 58.000 - 71.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Health, dental, and vision insurance

401(k) with company match

40 days of PTO

Home-office stipend

Promotion from within

Descripción de la vacante

Allied Tech is seeking a Customer Support Representative for a swing shift. This fully remote role provides customer and basic technical support via phone, live chat, and tickets, resolving escalated cases with patient guidance.

The position offers a salary of $58,000–$71,000 per year, plus performance bonuses up to 10% of salary and company bonuses up to 10% of salary, along with a comprehensive benefits package and remote-friendly culture.

Formación

• 2+ years customer service or help desk experience.
• 1+ year using Zendesk, Intercom or similar ticketing tools.

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 common and uncommon account/software issues for clients' users.
• Guide users through solutions in a clear and patient manner.
• Identify patterns in escalated cases and surface insights to leadership.
• Escalate complex cases through structured workflows.
• Document issues and resolutions accurately within internal systems.
• Contribute to knowledge base articles for common and uncommon issues.
• Follow established processes to deliver consistent, high-quality support.
• Represent client brands with empathy and professionalism.

Conocimientos

Excellent written communication

Multitasking across software

Problem solving

Attention to detail

Herramientas

Zendesk

Intercom

Ticketing software

Descripción del empleo

Customer Support Representative - Swing 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?

• $58,000 - $71,000 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.

• Swing Shift: 4:00 PM - 12:00 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.