Customer Support Specialist - Overnight Shift

Job Type

Full-time

Description

Who We Are

BrandPoint Services is a licensed general contractor that acts as a single-point of contact, providing facility services and solutions supporting spaces for multi-site commercial clients across the United States and Canada. We work with some of the largest brands in North America, managing their facility maintenance services, remodeling projects, refresh programs, as well as construction needs. We combine what, who, how and why to deliver projects and programs through a single point of contact that ensures operational execution and simplicity.

Job Summary
We are seeking a detail-oriented and proactive Support Specialist to remotely assist our on-site technicians in delivering exceptional service to our customers. In this role, you will interpret customer documentation, troubleshoot customer-specific devices and systems, review completed work (photos and documentation), and ensure timely and satisfactory project delivery. Additionally, you will serve as a key point of contact, effectively communicating with both customers and technicians to facilitate smooth operations.

Duties

• Provide remote support to field technicians, troubleshooting digital signage, A/V equipment, and basic networking issues.
• Interpret and analyze customer documentation to assist in job completion.
• Review and verify completed work, including photos and documentation, before submission to the customer.
• Act as a liaison between customers and technicians, ensuring clear communication and issue resolution.
• Maintain accurate records and updates within Salesforce, Zendesk, and other CRM tools.
• Adapt quickly to new systems, processes, and customer-specific technologies.
• Manage multiple service requests simultaneously, providing efficient and effective support.

Requirements

Requirements

• Experience with Salesforce, Zendesk, or similar CRM platforms.
• Strong troubleshooting skills, particularly in digital signage, A/V equipment, and networking.
• Ability to rapidly learn and adapt to new systems and processes.
• Excellent multitasking skills, capable of managing support for multiple technicians handling different equipment types.
• Proficiency in MS Office and GSuite applications.
• Clear, concise, and professional communication skills.

Work Schedule & Flexibility: This position requires flexibility to accommodate customer needs. This position is a Monday to Friday overnight role, typically working from 9pm - 6am.