Senior Customer Support Representative - Day Shift

Allied Tech; Austin (TX); Remote; USD 60,000 - 74,000; Full time

Benefits offered by this job

Health insurance

Dental and vision

401(k) match

Paid time off

Home-office stipend

Advancement opportunities

Job summary

Allied Tech is seeking a Senior Customer Support Representative for the Day Shift. This fully remote role is ideal for someone who can handle demanding support issues with patience and clear communication.

Salary ranges from $60,000 to $74,000 per year, with individual and company performance bonuses up to 10% each. Benefits include health/dental/vision, 401(k) with company match, 40 days PTO, and a monthly home-office stipend.

Qualifications

• 2+ years of customer service or help desk experience.
• Excellent written communication, including grammar and spelling.
• Comfortable navigating multiple software systems (e.g., Zendesk, Intercom).

Responsibilities

• Provide customer and basic technical support via phone, live chat, ticketing systems, and video calls.
• Resolve complex cases escalated by other Customer Support Representatives.
• Troubleshoot software-related account issues for clients' users.
• Guide users through solutions clearly and patiently.
• Identify patterns in escalated cases and surface insights to leadership.
• Escalate complex cases using structured workflows.
• Document issues and resolutions in internal systems accurately.
• Contribute to knowledge base articles for common and uncommon issues.
• Follow established processes to deliver high-quality, consistent support.
• Represent client brands with empathy and professionalism.

Job description

Senior Customer Support Representative - Day Shift

Some support issues take patience, judgment, and a little more experience to resolve. We're looking for the person people turn to when the usual fix isn't enough.

What is the pay?

• $60,000 - $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.

• Day Shift: 8:00 AM - 4:00 PM 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.