Remote Night-Shift Senior Support Specialist

Allied Tech; Austin (TX); Remote; USD 66,000 - 80,000; Full time

Benefits offered by this job

Remote work

Health insurance

Dental insurance

Vision insurance

401(k) with up to 6% company match

40 days paid time off

Home-office stipend

Job summary

Allied Tech is seeking a Senior Customer Support Representative for the Night Shift to handle complex customer and technical inquiries remotely from Austin, TX. You will work with phone, live chat, and ticketing tools to resolve issues and guide users through solutions with clarity and patience.

The role emphasizes escalation management, knowledge-base contributions, and collaboration with leadership to identify patterns.

Qualifications

• 2+ years customer service or help desk experience.
• Excellent written and verbal communication skills.
• Able to navigate multiple software systems simultaneously.

Responsibilities

• Provide customer and basic technical support via phone, live chat, and ticketing systems.
• Resolve escalated complex cases with clear guidance to customers.
• Troubleshoot account and software issues for clients' users.
• Document issues and resolutions in internal systems.
• Contribute to knowledge base articles for common issues.
• Escalate complex cases using established workflows.
• Represent client brands with empathy and professionalism.

Skills

Customer service

Help desk

Written communication

Multitasking

Problem solving

Tools

Zendesk

Intercom

Job description

Allied Tech is seeking a Senior Customer Support Representative for the Night Shift to handle complex customer and technical inquiries remotely from Austin, TX. You will work with phone, live chat, and ticketing tools to resolve issues and guide users through solutions with clarity and patience.

The role emphasizes escalation management, knowledge-base contributions, and collaboration with leadership to identify patterns.