Support Specialist, Overnight

Job Description:

  • Respond to Business Customers and their Consumers across digital support channels (chat and email), resolving inquiries, requests, and issues efficiently and empathetically.
  • Work overnight shifts within our support hours of Monday-Sunday, 12am - 8:30am EST, with a consistent schedule covering late night hours.
  • Develop a strong understanding of Paramount Commerce’s products and services to provide accurate, helpful, and consistent support.
  • Collaborate with internal teams to investigate and resolve customer inquiries in a timely manner.
  • Ensure customer interactions are well-documented, complete, and managed in line with internal processes and standards.
  • Approach your work with a continuous improvement mindset, identifying challenges and sharing ideas to improve processes, tools, and the overall customer experience.
  • Monitor customer accounts for potential fraudulent activity and take appropriate action when required.
  • Participate in special projects aimed at improving product quality, service delivery, and customer satisfaction.
  • Support with additional administrative tasks as needed.

Requirements:

  • 2+ years of experience in a contact center or customer support environment, ideally supporting customers via chat and email.
  • Comfortable and reliable working overnight from 12am - 8:30am EST, with the ability to stay focused and responsive during late night hours.
  • An empathetic approach to customer support, with a focus on understanding context, resolving issues clearly, and creating positive experiences that build trust and loyalty.
  • A solid understanding of contact center metrics and KPIs.
  • Familiarity with online payment rules and regulations is an asset.
  • A positive, energetic, and solution oriented attitude.
  • A collaborative team player who enjoys working cross-functionally.
  • Strong written and verbal communication skills.
  • Ability to multitask and navigate multiple digital tools and platforms simultaneously.
  • Experience with Genesys Cloud is an asset.

Benefits:

  • Competitive salary
  • Generous Vacation + Summer Fridays
  • Health & Dental Benefits
  • Wellness Spending Account
  • Retirement savings matching plan
  • Remote first environment
  • Quality Hardware provided to do your work
  • Parental leave top up program
  • Birthday Day Off
  • Quarterly Socials
  • Volunteer Days to give back to our community
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