RollKall · 16 hours ago
Customer Support Specialist (Overnight)
Irving, TX
Full-time
Hybrid
Mid Level
3+ years expRollKall is a technology company focused on connecting public safety professionals with their communities. They are seeking an Overnight Customer Support Specialist to provide high-quality support in a 24/7 call center environment, handling customer inquiries and troubleshooting issues on their platform.
GovernmentGovTechLaw EnforcementPublic Safety
Responsibilities
Handle inbound customer support calls and emails during overnight shifts in a 24/7 call center environment, serving as a primary support resource during hours with limited internal coverage
Provide high-impact, time-sensitive support for live job disruptions, operational issues, urgent scheduling conflicts, and payment-related concerns
Deliver software, account, and workflow support to agencies, officers, and customers using the RollKall platform
Create, post, manage, and troubleshoot off-duty job assignments through RollKall’s managed services
Troubleshoot and resolve real-time issues across core platform workflows, including scheduling, billing, payments, authentication, and user access
Act decisively to diagnose problems, implement solutions, and restore service continuity during overnight operations
Serve as a trusted support resource, exercising sound judgment to resolve issues independently and knowing when escalation is required
Accurately manage job postings, assignment rules, and officer scheduling to ensure operational integrity
Compile, review, and validate invoices, payments, and operational data to support overnight business processes
Monitor user verifications and re-verifications to ensure compliance, security, and platform integrity
Document issues, resolutions, and processes thoroughly to support knowledge sharing and continuous improvement
Communicate clearly, calmly, and professionally with customers and internal teams across time zones during critical situations
Qualification
Required
3+ years of customer support experience, preferably in a SaaS, technical, or platform-based environment
Prior experience working overnight shifts, weekends, or within a 24/7 support operation is required
Strong technical troubleshooting skills with the ability to resolve real-time issues across workflows, billing, authentication, scheduling, and user access
Demonstrated ability to manage high-impact, time-sensitive customer issues with accuracy and confidence
Excellent verbal and written communication skills, with comfort handling live customer interactions and critical situations
Proven ability to work independently, prioritize effectively, and make sound decisions during overnight hours
Strong attention to detail in high-volume, fast-paced environments
Customer-first mindset with empathy, professionalism, and a solution-oriented approach
Ability to quickly learn proprietary platforms, tools, and operational workflows
Benefits
Healthcare (medical, dental, vision, prescription drugs, FSA/HSA & Teladoc services)
Employee Assistance Program
Maternity and Parental Leave
401(k) Plan for eligible members
Sick, Vacation time, and Paid Holidays
Company
RollKall
RollKall is an off-duty platform that organizes the complex relationship between Coordinators, Law Enforcement Agencies, Officers, and their clients.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$1.5MKey Investors
Vista Equity PartnersFounder Equity
2025-05-21Private Equity
2018-07-24Seed· $1.5M
Leadership Team
Benjamin Poch
Co-Founder
Recent News
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