Job Summary

Houston Skilled Consultancy is seeking a highly motivated Remote Overnight SaaS Support Associate to join our growing team. This role focuses on providing exceptional digital support to our SaaS (Software as a Service) clients without the need for phone communication. As an overnight associate, you will play a crucial role in ensuring our customers receive timely, accurate, and professional support through chat and email channels, helping them maximize the value of our software solutions. This is an excellent opportunity for individuals who thrive in a remote, collaborative environment and are comfortable working independently during overnight hours.

Key Responsibilities

• Respond promptly to customer inquiries via chat and email, providing accurate and clear solutions.

• Troubleshoot software issues, guide users through technical processes, and escalate complex cases when necessary.

• Maintain a strong understanding of our SaaS products, features, and updates to provide informed support.

• Document all interactions in the support system, ensuring proper tracking and resolution of issues.

• Collaborate with cross-functional teams to improve processes, workflows, and customer satisfaction.

• Monitor overnight support queues, ensuring timely response and resolution for all tickets.

• Identify recurring customer issues and proactively suggest solutions or improvements to enhance user experience.

Required Skills and Qualifications

• Excellent written communication skills with strong attention to detail.

• Basic technical aptitude and familiarity with software troubleshooting concepts.

• Ability to understand and explain SaaS applications and technical processes clearly.

• Strong problem-solving skills and the ability to work independently with minimal supervision.

• Time management skills, especially in handling multiple tasks efficiently during overnight hours.

• Comfort with remote collaboration tools such as Slack, Zoom, Jira, or similar platforms.

Experience

• Previous experience in customer support, technical support, or helpdesk roles is preferred but not mandatory.

• Experience in SaaS, software applications, or digital support environments is a strong advantage.

• Experience in a remote or night-shift role will be highly valued.

Working Hours

• Overnight shift: Typically 10:00 PM – 6:00 AM (flexible depending on team and time zones).

• Fully remote role – work from anywhere with a reliable internet connection.

Knowledge, Skills, and Abilities

• Strong written English communication for professional email and chat correspondence.

• Ability to understand software workflows and explain technical concepts simply.

• Patience, empathy, and problem-solving mindset when assisting clients.

• Ability to work autonomously, prioritize tasks, and meet deadlines in a fast-paced environment.

• Familiarity with customer support software and ticketing systems.

Benefits

• Competitive hourly rate with performance-based incentives.

• Fully remote work from any location with a stable internet connection.

• Paid training to ensure full understanding of software and company processes.

• Career growth opportunities within a global SaaS support team.

• Friendly, collaborative, and supportive company culture.

Why Join Us

• Be part of a growing consultancy that values your contributions and expertise.

• Work independently yet remain connected with a supportive global team.

• Gain experience with leading SaaS solutions and modern support technologies.

• Flexible overnight schedule that may allow daytime freedom for personal pursuits.

• Opportunity to develop career skills in customer success, technical support, and SaaS operations.

How to Apply

Interested candidates should submit:

1. Resume/CV highlighting relevant experience.

2. Brief cover letter explaining why you are suited for overnight SaaS support.

Send your application to us with the subject line: Remote Overnight SaaS Support Associate Application. Applications will be reviewed on a rolling basis, and qualified candidates will be contacted for a virtual interview.