Customer Support - Overnight Shift

As a Customer Support representative on the Customer Support team at Business Wire, your primary role is to provide excellent customer service by answering internal and external clients inquires through various forms of communication and contribute to the day-to-day operations. A great candidate will answer inbound calls, troubleshoot technical issues, and manage department inbox. An ideal candidate will have strong interpersonal communication, problem-solving skills, and familiarity with ticketing system. You will also be able to work independently, and as part of a team, handling multiple tasks and priorities in a fast-paced environment. The department is a 24x7x365 operation.

Available Shifts

Please include which shift you are open to.

Tuesday to Friday 7:30 PM to 6:00 AM CST

Saturday to Tuesday 7:30 PM to 6:00 AM CST

• Interact with clients through telephonic conversation.
• Respond to service requests via chat, phone, email, or ticketing system in a timely, professionally, and accurate manner.
• Adhere to scheduled shift time.
• Assisting customers with registration, account creation, or login requests. Document activities in ticketing system.
• Must be highly motivated and solution oriented with a high degree of integrity and ethics to Business Wire
• Escalate complex or unresolved issues to senior staff or leadership.
• Troubleshoot and resolve product issues and concerns.
• Follow communication procedures, guidelines, and policies.
• Ability to multitask, prioritize, and manage time effectively.
• Work with other departments to improve customer experiences and ensure products and services meet customer needs.
• Participate in weekly, monthly, and quarterly evaluations of both individual and team performance.
• Additional duties as required.

• Associate degree or 2 years’ experience in customer support or client relations
• Ability to work an occasional flexible schedule, including some evenings, weekends, and additional hours during peak times or as required for coverage.
• Provide GREAT customer service, anticipating and exceeding the needs of our customers by being the first point of contact to answer their questions using various channels, including phone, chat, tickets, and email.
• Ability to troubleshoot and resolve technical problems in a timely and professional manner.
• Ability to work independently and as part of a team.
• Ability to work under pressure and handle multiple tasks and priorities.
• Excellent verbal and written communication abilities, along with strong presentation skills.
• Prioritizes delivering an exceptional customer experience and is dedicated to going the extra mile to achieve it.
• Willingness to learn new technologies and skills.
• Ability to provide excellent communication and customer service skills by balancing technical knowledge and people skills.
• Ability to problem solved and propose iterative solutions clearly and concisely.

• The rate range for this position is $24/hour to $26/hour.  Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data.  Business Wire reserves the right to modify this salary range at any time.

• Business Wire’s total rewards include:
• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!