Part-Time Customer Service Agent (On-call Buffer) for an IT Services Company

About the Position

Part-Time Customer Service Agent (On-call Buffer) for an IT Services Company

LTVplus is seeking a reliable, organized, and proactive Overnight Operations Coordinator to support field operations for an IT Services Company. This is a purely administrative role requiring no technical or IT experience. You will serve as the "overnight glue"-taking over as the daytime operations team logs off to keep night shifts running smoothly.

Responsibilities

• Check-Ins & Tracking: Monitor and check in field technicians throughout the shift as they arrive at their designated locations.
• Multi-Site Coordination: Track technicians assigned to two sites in a single night, ensuring they are released from the first location on time and on track for the second.
• First Line of Defense: Act as the primary overnight contact for technicians encountering issues (e.g., traffic/car trouble, delayed arrivals, locked buildings, uncooperative clients).
• Client Communication: Keep the client continuously updated overnight to resolve issues proactively and prevent unnecessary escalations.
• Access & Documentation Management: Track site release codes, confirm technicians have the necessary location access, and ensure all sign-offs and documentation are closed out before the shift ends.
• Shift Handoff: Maintain detailed shift logs so daytime leadership receives a clean, complete report every morning.

Requirements

• Experience: 2-4 Years of Experience
• Communication: Exceptional verbal and written English communication skills; highly confident handling phone calls and email updates.
• Organization: Superior organizational skills with the ability to track multiple technicians across different locations simultaneously.
• Independence: Highly self-motivated and capable of working independently with minimal supervision during overnight hours.
• Reliability: Bulletproof attendance and punctuality, which are critical given the overnight operational window.
• Execution: Comfortable following a structured operational playbook, escalation paths, and established procedures.
• Familiarity with ticketing and voice platforms
• Experience managing multi-tasking workflows in high-volume, time-sensitive environments.

Nice to Have

• Prior experience in logistics coordination
• Experience with customer support software

We Offer

• Join a remote-first company with a team spread across the globe.
• Embrace flexibility and diversity in everything we do.
• Work with various clients, bringing personalized support to enhance their customer experiences.

About the Company

Who We Are: LTVplus – Your Global Remote Team

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

When you join LTVplus Your Mission will be to:

• Handle customer inquiries across email, chat, and social media like a pro.
• Be the voice of the brand, providing personalized and top-notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure!

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
• A quiet, cozy workspace to handle calls and chats like a pro.

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Your First 30-60-90 Days at LTVplus: What to Expect

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