Overnight Customer Support Agent

Zipline • Fort Worth, TX

5d • $30 - $34 • Onsite

About The Position

We are looking for an empathetic and proactive Customer Support Agent to join our growing operation! In this role you will be an important part of making sure that our customers are heard and any issues are escalated and addressed. As a key member of our support team, you will handle a range of support requests via phone calls, emails, and chat while maintaining a high level of customer satisfaction. You will be responsible for building rapport and mending relationships with our customers and partners.
This position is an overnight role operating from 10:00pm to 6:00am CDT.

Requirements

• 1+ years in customer support or similar role.
• Strong verbal and written communication skills in English (Spanish is a big plus!)
• Problem-solving and troubleshooting skills, with a keen attention to detail.
• Ability to work independently as well as part of a collaborative team.
• Ability to work with flexible schedules, that will include nights and weekends.
• Regular shifts on weekends and after 8:00 pm.
• Experience with customer support software (CRM, Ticketing systems)
• Patience and an ability to adapt your communication style to best suit the needs of the customer.
• Ability to multitask, prioritize, and manage time effectively
• This role is full time onsite in Richardson, TX. Relocation support through Zipline is available.

Nice To Haves

• Strong verbal and written communication skills in English (Spanish is a big plus!)

Responsibilities

• Respond to inbound customer and partner inquiries through phone, email, and chat channels.
• Provide accurate, valid, and complete information by utilizing available resources and knowledge bases.
• Diagnose and troubleshoot issues across our hardware, software, and customer accounts, identifying the root cause and determining the best solution.
• Escalate issues to the appropriate internal teams while ensuring clear communication and closing the loop with the customer.
• Demonstrate empathy while resolving customer complaints.
• Develop and maintain a thorough understanding of our products, services, systems, and policies to provide reliable support and resolutions.
• Record and track customer interactions, issues, and resolutions within Zipline systems, ensuring proper documentation.
• Collaborate with team members, leads, and other departments to continuously improve the customer experience and resolve any gaps in the support process

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees