Overnight Tech Support Representative

Afni is hiring an Overnight Tech Support Representative to deliver exceptional customer care for leading brands in a fast-paced contact center. In this role, you'll handle phone, chat, and email inquiries, troubleshoot basic hardware, software, and connectivity issues, and document each interaction in our systems. You'll follow clear procedures and escalation paths while meeting quality and performance goals. Afni's supportive, people-first culture offers paid training, coaching, performance incentives, and clear career growth in a collaborative, inclusive overnight support team.

Responsibilities

• Provide overnight tech support via phone, chat, and email for Afni client customers
• Troubleshoot basic hardware, software, and connectivity issues using remote tools and scripts
• Document all interactions and resolutions in ticketing and CRM systems accurately
• Follow defined procedures, knowledge base articles, and escalation paths
• Meet or exceed targets for quality, handle time, and customer satisfaction
• Participate in paid training, coaching, and continuous learning sessions
• Collaborate with teammates and leaders to share feedback and improve processes
• Adhere to security, privacy, and compliance standards on every interaction

Required Skills

• Technical troubleshooting
• Remote desktop support
• Ticketing systems (e.g., Zendesk, Service
• Now)
• CRM software
• Windows OS support
• Basic networking (Wi-Fi, routers, connectivity)
• Password/account reset tools
• Knowledge base usage and documentation
• Call handling and de-escalation
• Written and verbal communication