Customer Support Specialist (Overnight)
About The Position
RollKall is seeking an Overnight Customer Support Specialist to join our 24/7 Customer Support Call Center. In this role, you’ll provide high-quality, real-time support to agencies, officers, and customers during overnight hours, serving as the primary point of contact when internal resources are limited. You’ll handle inbound calls and emails, support critical job workflows, and troubleshoot software-related issues across our platform, often making independent decisions to resolve issues efficiently and effectively. This role requires a strong sense of ownership, sound judgment, and the ability to work autonomously while maintaining accuracy, professionalism, and exceptional customer experience in a fast-paced call center environment.
Requirements
- 3+ years of customer support experience, preferably in a SaaS, technical, or platform-based environment
- Prior experience working overnight shifts, weekends, or within a 24/7 support operation is required
- Strong technical troubleshooting skills with the ability to resolve real-time issues across workflows, billing, authentication, scheduling, and user access
- Demonstrated ability to manage high-impact, time-sensitive customer issues with accuracy and confidence
- Excellent verbal and written communication skills, with comfort handling live customer interactions and critical situations
- Proven ability to work independently, prioritize effectively, and make sound decisions during overnight hours
- Strong attention to detail in high-volume, fast-paced environments
- Customer-first mindset with empathy, professionalism, and a solution-oriented approach
- Ability to quickly learn proprietary platforms, tools, and operational workflows
Responsibilities
- Handle inbound customer support calls and emails during overnight shifts in a 24/7 call center environment, serving as a primary support resource during hours with limited internal coverage
- Provide high-impact, time-sensitive support for live job disruptions, operational issues, urgent scheduling conflicts, and payment-related concerns
- Deliver software, account, and workflow support to agencies, officers, and customers using the RollKall platform
- Create, post, manage, and troubleshoot off-duty job assignments through RollKall’s managed services
- Troubleshoot and resolve real-time issues across core platform workflows, including scheduling, billing, payments, authentication, and user access
- Act decisively to diagnose problems, implement solutions, and restore service continuity during overnight operations
- Serve as a trusted support resource, exercising sound judgment to resolve issues independently and knowing when escalation is required
- Accurately manage job postings, assignment rules, and officer scheduling to ensure operational integrity
- Compile, review, and validate invoices, payments, and operational data to support overnight business processes
- Monitor user verifications and re-verifications to ensure compliance, security, and platform integrity
- Document issues, resolutions, and processes thoroughly to support knowledge sharing and continuous improvement
- Communicate clearly, calmly, and professionally with customers and internal teams across time zones during critical situations
Benefits
- Healthcare (medical, dental, vision, prescription drugs, FSA/HSA & Teladoc services)
- Employee Assistance Program
- Maternity and Parental Leave
- 401(k) Plan for eligible members
- Sick, Vacation time, and Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
