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Overnight Chat Support Jobs in Georgia (NOW HIRING)

Mapco Express

Store Support Center Agent

Lawrenceville, GA · On-site

$20 - $22/hr

Answer inbound contacts (phone and eventually chat/email via Zendesk/NiCE) as the single point of ... Coordinate with overnight/after-hours vendor coverage (e.g., Guardian Fueling Technologies) for ...

MAPCO Express

Store Support Center Agent

Lawrenceville, GA · On-site

$20 - $22/hr

Answer inbound contacts (phone and eventually chat/email via Zendesk/NiCE) as the single point of ... Coordinate with overnight/after-hours vendor coverage (e.g., Guardian Fueling Technologies) for ...

Oshi Health

Registered Nurse - GI

Atlanta, GA · On-site

... support. The team operates on a rotating schedule designed to distribute evening, overnight, and ... chat, phone calls (TalkDesk), and EHR tasks. * Act as primary incident lead for Slack-based Urgent ...

New

Chubb

Sr. Claim Center Representative

Alpharetta, GA · On-site

$48K - $67K/yr

... and chat across property, auto, casualty, and other insurance lines. * Provide Product Support ... overnight support. Development: If you do not already hold one, you may be required to obtain an ...

Four Seasons Hotels

Guest Experience Supervisor

Atlanta, GA · On-site

$17.25 - $19.75/hr

... Chat. Arrival & Departure Experience * Oversee and coordinate seamless guest arrivals and ... Support Front Desk operations, including guest check-in and check-out procedures, ensuring all ...

Workplace Options

EAP Clinical Counselor

Atlanta, GA · On-site

$57K - $75K/yr

Today, we support 160 million people across 150,000 organizations, including over half of Fortune ... We have a range of day, evening and overnight full-time (40 hour per week) shifts available. What ...

Workplace Options

EAP Clinical Counselor

Atlanta, GA · On-site

$57K - $75K/yr

Today, we support 160 million people across 150,000 organizations, including over half of Fortune ... We have a range of day, evening and overnight full-time (40 hour per week) shifts available. What ...

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Overnight Chat Support information

See Georgia salary details

$12

$21

$37

How much do overnight chat support jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for overnight chat support in Georgia is $21.99, according to ZipRecruiter salary data. Most workers in this role earn between $16.25 and $23.94 per hour, depending on experience, location, and employer.

What is an overnight chat support?

An Overnight Chat Support job involves assisting customers through online chat during late-night hours. Responsibilities typically include responding to inquiries, troubleshooting issues, and providing information about products or services. This role requires strong typing skills, problem-solving abilities, and the ability to multitask efficiently. Since it takes place overnight, it often suits individuals who prefer working late hours or have flexible schedules.

What are the typical work schedules and expectations for overnight chat support?

Overnight Chat Support roles generally require working late evening, overnight, or early morning shifts, often including weekends and holidays, depending on the employer's customer service hours. During these shifts, you'll primarily handle customer inquiries via live chat, resolve technical or account issues, and document interactions in support systems. While you may work independently, you'll also collaborate with other team members or escalate complex issues as needed. Employers value strong self-management and reliability, as overnight staff ensure customers receive timely assistance outside of regular business hours.

What are the key skills and qualifications needed to thrive in the overnight chat support position?

To excel as an Overnight Chat Support, you need strong written communication, problem-solving skills, and a high school diploma or equivalent. Familiarity with customer support ticketing systems, live chat platforms, and basic troubleshooting tools is often required. Exceptional patience, a calm demeanor, and the ability to work independently during late hours are standout soft skills. These qualities are crucial for providing timely, effective customer service during off-peak hours when support resources may be limited.

What are the most commonly searched types of Chat Support jobs in Georgia?

The most popular types of Chat Support jobs in Georgia are:

What are popular job titles related to Overnight Chat Support jobs in Georgia?

For Overnight Chat Support jobs in Georgia, the most frequently searched job titles are:

What job categories do people searching Overnight Chat Support jobs in Georgia look for?

The top searched job categories for Overnight Chat Support jobs in Georgia are:

What cities in Georgia are hiring for Overnight Chat Support jobs?

Cities in Georgia with the most Overnight Chat Support job openings:

Overnight Chat Support jobs near you
Infographic showing various Overnight Chat Support job openings in Georgia as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $45,748 per year, or $22 per hour.

Store Support Center Agent

Mapco Express

Lawrenceville, GA • On-site

$20 - $22/hr

Full-time

Re-posted 16 days ago

Job description

Company: Majors Management
Position Title: Store Support Center Agent
Reports to: Help Desk Manager
Job Type: Full Time
Status: Non-Exempt
Pay Range: $20-$22/hr depending on experience
Location: Onsite, Lawrenceville, GA
Schedule: Shift-based coverage; may include evenings, weekends, and holidays to support 24/7 store operations
Start Date: Early August
The Store Support Agent is the primary front-line point of contact for the Store Support Center, delivering "One Number, One Team, One Experience" service to Majors Management and MAPCO store locations. This role handles Tier 1 and select Tier 2 inquiries across three domains: Store Technology (IT), Facility & Maintenance (troubleshooting and dispatch), and Customer/Guest Experience (CCT). The Agent is responsible for accurately diagnosing the caller's issue, resolving it directly whenever possible, and following documented escalation, dispatch, or handoff procedures when it falls outside Tier 1 scope. This is a cross-trained, multi-domain role supporting the organization's move from five separate, disconnected support lines to a single unified support experience.
PRIMARY RESPONSIBILITIES
General/Cross Functional
  • Answer inbound contacts (phone and eventually chat/email via Zendesk/NiCE) as the single point of entry for all store support needs
  • Use structured intake and triage questions to correctly identify whether a contact is a Store Technology, Facility & Maintenance, or CCT/Guest Experience issue
  • Create, document, and update every contact as a ticket in Zendesk with accurate categorization, notes, and resolution steps - no verbal-only resolutions
  • Apply Knowledge Base (KB) articles as the first line of resolution; use AI-assisted tools (Cognigy IVA, NICE Mpower Copilot) to confirm - not originate - categorization and resolution steps
  • Follow published severity definitions and SLA targets for response and resolution; escalate promptly when a case exceeds Tier 1 scope or SLA risk
  • Flag recurring or unusual issues to the Team Lead for Root Cause Analysis (RCA) and KB improvement
  • Meet or exceed individual performance targets for Average Handle Time (AHT), First Contact Resolution (FCR), adherence/shrinkage, and quality scores
  • Escalate unresolved issues to Tier 2 support with complete notes, following the documented escalation matrix
  • Other duties as assigned

Store Technology (IT) Support
  • Provide Tier 1 troubleshooting for in-store point-of-sale (POS) systems, handheld scanning devices, related peripherals, and password resets
  • Assist with basic network connectivity issues (e.g., register/lane connectivity, printer connectivity, terminal reboots) using documented triage steps
  • Support label printer setup, error resolution, and basic maintenance guidance
  • Walk store personnel through step-by-step resolution scripts for common POS, register, and device errors

Facility & Maintenance Support (Troubleshooting & Dispatch)
  • Field facility and equipment calls, including fuel dispensing equipment, tank monitoring systems, HVAC, refrigeration, electrical, and plumbing issues
  • Apply Tier 1 troubleshooting steps before dispatch (e.g., basic reset procedures, alarm code lookups, safety checks) to resolve issues without a truck roll where possible
  • Determine appropriate priority/severity level and dispatch a technician or vendor when an issue cannot be resolved remotely, following the FM Dashboard workflow
  • Accurately log work orders, including trade, issue type, and priority, ensuring data quality (e.g., never logging a bare "General" category without the associated trade)
  • Coordinate with overnight/after-hours vendor coverage (e.g., Guardian Fueling Technologies) for calls outside internal team hours, per current coverage model
  • Provide store personnel with safety guidance for urgent facility conditions (e.g., fuel spill, gas smell, power outage) and follow emergency escalation protocol

Customer/Guest Experience (CCT)
  • Support store-facing customer and guest experience concerns, including loyalty program issues, promotions, and account/portal access questions
  • Assist with mystery shop, guest complaint, and satisfaction-related inquiries per documented procedures
  • Communicate clearly on order, licensing, banking, and site-change matters that intersect with the guest experience function

QUALIFICATIONS
  • Basic familiarity with point-of-sale systems, retail technology, or facility/maintenance concepts preferred; full training provided on all company-specific systems and platforms
  • Comfortable navigating multiple systems simultaneously (phone platform, ticketing, KB, dispatch tools) while on a live call
  • Commitment to delivering courteous, efficient service to store personnel and guests on every contact
  • Ability to correctly assess severity/urgency and decide when to resolve, dispatch, or escalate
  • Clear verbal communication with callers and precise, complete written documentation in Zendesk/FM Dashboard
  • Willingness to cross-train across all three support domains as the Store Support Center matures through each rollout phase
  • Ownership of ticket outcomes and follow-through until resolution or proper handoff
  • Willingness to learn ticketing platform (NICE CXone), an AI-assisted support tool (Cognigy IVA) and agent-assist tool (NICE Mpower Copilot), a ticketing and Knowledge Base system (Zendesk), Salesforce, and a maintenance dispatch and work order tracking tool (FM Dashboard)

EDUCATION and/or EXPERIENCE
  • High school diploma or equivalent required; associate degree or relevant technical certification a plus
  • 1+ years of experience in a customer service, help desk, or call center environment (preferred)

REPORTING AND PERFORMANCE METRICS
  • First Contact Resolution (FCR) rate
  • Ticket documentation accuracy and completeness
  • Adherence to schedule and shrinkage targets
  • Quality assurance (QA) call/ticket review scores
  • Escalation appropriateness (right issue, right tier, right time)
  • Store/guest satisfaction (CSAT) feedback

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, walk, talk, hear, use hands to type data, operate business equipment and dial the telephone.

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