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Support Specialist, Overnight

February 21, 2026

Job Description:

Respond to Business Customers and their Consumers across digital support channels (chat and email), resolving inquiries, requests, and issues efficiently and empathetically.
Work overnight shifts within our support hours of Monday-Sunday, 12am - 8:30am EST, with a consistent schedule covering late night hours.
Develop a strong understanding of Paramount Commerce’s products and services to provide accurate, helpful, and consistent support.
Collaborate with internal teams to investigate and resolve customer inquiries in a timely manner.
Ensure customer interactions are well-documented, complete, and managed in line with internal processes and standards.
Approach your work with a continuous improvement mindset, identifying challenges and sharing ideas to improve processes, tools, and the overall customer experience.
Monitor customer accounts for potential fraudulent activity and take appropriate action when required.
Participate in special projects aimed at improving product quality, service delivery, and customer satisfaction.
Support with additional administrative tasks as needed.

Requirements:

2+ years of experience in a contact center or customer support environment, ideally supporting customers via chat and email.
Comfortable and reliable working overnight from 12am - 8:30am EST, with the ability to stay focused and responsive during late night hours.
An empathetic approach to customer support, with a focus on understanding context, resolving issues clearly, and creating positive experiences that build trust and loyalty.
A solid understanding of contact center metrics and KPIs.
Familiarity with online payment rules and regulations is an asset.
A positive, energetic, and solution oriented attitude.
A collaborative team player who enjoys working cross-functionally.
Strong written and verbal communication skills.
Ability to multitask and navigate multiple digital tools and platforms simultaneously.
Experience with Genesys Cloud is an asset.

Benefits:

Competitive salary
Generous Vacation + Summer Fridays
Health & Dental Benefits
Wellness Spending Account
Retirement savings matching plan
Remote first environment
Quality Hardware provided to do your work
Parental leave top up program
Birthday Day Off
Quarterly Socials
Volunteer Days to give back to our community

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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