Customer Support Representative (Night Shift)

Role overview Provide customer-facing technical support during overnight hours, helping users resolve issues across hardware, software, and networking. The work combines troubleshooting, clear communication, careful recordkeeping, and follow-through in a busy remote support environment.

Responsibilities - Investigate customer issues, identify likely causes, and guide them toward a resolution. - Handle multiple requests across communication channels while maintaining a professional, helpful tone. - Record interactions, technical findings, and resolutions accurately. - Maintain or update customer systems as needed and track issues through to completion. - Use AI assistants to summarize conversations, identify next steps, and improve responses; refine prompts when needed. - Keep building product and troubleshooting knowledge while meeting daily and monthly performance goals.

Requirements - At least two years of customer service experience; technical support or help desk experience is preferred. - Working knowledge of Windows and Mac computers and Microsoft Office applications. - Advanced spoken and written English. - Strong analytical troubleshooting, attention to detail, and ability to manage concurrent requests. - Patient, customer-focused communication and a collaborative approach to sharing knowledge. - Able to work remotely from Ukraine on weekday shifts aligned with US business hours, within the stated 12:00–4:00 window.

Nice to have - Hardware or networking knowledge. - Previous professional use of AI or automation tools.

Benefits and work setup Remote work in Ukraine with weekday US-aligned shifts. The listing describes medical and dental coverage, insurance, paid time off and holidays, parental and sick leave, wellness resources, and learning and career development opportunities.