Consumer Support Specialist; Weekend Shift

A remote consumer support role on a B2C help desk for a cybersecurity software product, answering inbound calls, chats, and emails from end users. The position runs on a fixed weekend-shift schedule, Sunday through Thursday from 8:30 a.m. to 5:00 p.m. Central Time, and is open to candidates in Central, Mountain, or Eastern time zones, with a hybrid option for those based in the Chicago metro area.

• Respond to consumer inquiries across phone, email, chat, and screen-sharing sessions, delivering accurate and timely resolutions
• Spot recurring themes in tickets and ??
• Reproduce issues and feed improvement ideas back into product and support workflows
• Uphold a professional, empathetic tone with customers and internal stakeholders
• Maintain service quality while managing a high volume of concurrent interactions
• Protect confidential customer data and follow documented support procedures

• At least one year in customer service or support, or equivalent training/certifications
• Working proficiency with Microsoft Office and Google Workspace
• Comfort across smartphones, tablets, and computers running macOS, Android, and Windows
• Typing speed of 40+ words per minute
• Clear verbal and written communication, with an empathetic, patient, customer-first mindset
• Track record of multitasking and time management in a fast-paced, high-volume setting

• Bilingual in English plus Spanish, Italian, Dutch, or French
• Prior software support experience
• Two or more years in a call center environment
• Flexibility for varied schedules
• Bachelor's degree

• Medical, dental, and vision coverage including domestic partnerships
• Employer-paid life insurance plus supplemental spouse/child coverage
• Voluntary short- and long-term disability
• 401(k) with Roth and traditional options
• Generous PTO with paid bereavement and jury duty
• Above-market annual bonuses
• Fully remote within select U.S. time zones; hybrid option in Chicago metro