Senior Customer Support Representative - Swing Shift

Allied Tech; Austin (TX); Remoto; USD 63.000 - 77.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

Health insurance

Dental insurance

Vision insurance

401(k) with match

40 days PTO

Home-office stipend

Advancement opportunities

Descrizione del lavoro

Allied Tech is seeking a Senior Customer Support Representative for the Swing Shift. This fully remote role involves providing customer and basic technical support, resolving escalated issues, and guiding users through solutions with clarity and patience.

You will troubleshoot diverse software issues, document resolutions, and contribute to knowledge base articles while upholding professional brand representation. A strong internet connection and multitasking across systems are required.

Competenze

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

Mansioni

• Provide customer 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.
• 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.
• Contribute to knowledge base articles for common and uncommon issues.
• Follow established processes to deliver high-quality support.
• Represent client brands with empathy and professionalism.

Conoscenze

Customer service

Technical support

Communication

Strumenti

Zendesk

Intercom

Ticketing systems

Descrizione del lavoro

Senior Customer Support Representative - Swing Shift

Some support issues are simple. Others 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?

• $63,000 - $77,000 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!