{"id":2668169,"url":"https://alion.io/job/brac-it-services-customer-support-executive-night-shift","title":"Customer Support Executive – Night Shift","company":{"id":4436056,"name":"BRAC IT Services","domain":"bracits.com","url":"https://alion.io/company/brac-it-services","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"WP Job Openings","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dhaka, Bangladesh"],"countries":["BD"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":27000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1815},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Zendesk","optional":false},{"name":"Freshdesk","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-08-30T10:49:36Z","employer_posted_date":"2026-10-04","last_verified_at":"2026-10-17T15:12:14Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"Customer Support Executive - Night Shift\n*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-(--header-height)\" dir=\"auto\" data-turn-id=\"176a7e64-3753-45ef-8560-3b12b7cbe163\" data-turn-id-container=\"176a7e64-3753-45ef-8560-3b12b7cbe163\" data-testid=\"conversation-turn-99\" data-scroll-anchor=\"false\" data-turn=\"user\">\nBRAC IT is seeking Customer Support Executives to deliver first-line, out-of-hours customer operations for a European rail and road freight logistics client. The client’s in-house customer care team operates day shifts only, while their trains run 24/7; this role closes that overnight gap. You will be the client’s sole customer-facing presence during the European night, handling inbound queries from B2B logistics customers through Zendesk and retrieving shipment, train and terminal information from the client’s Oracle-based transport management system (TMS). The role is predominantly written, ticket-based communication against defined service levels, with a structured handover into the client’s morning shift.\nDepartment:\nSales\nEmployment Type:\nFull-time\nExperience:\n1-3 Years\nWorkplace Type:\nOnline\nNumber of Vacancies:\n2\nLocation:\nDhaka\nDeadline:\n15 October 2026\nKey Responsibilities\nFirst-Line Ticket Handling\n- Monitor and respond to inbound customer tickets in Zendesk throughout the overnight window\n- Acknowledge, triage and resolve queries within agreed SLA response and resolution times\n- Categorise, prioritise and tag tickets accurately for downstream reporting\nMaintain complete, accurate case notes on every ticket\nSystem Lookup & Information Accuracy\n- Retrieve shipment, train, trailer and terminal status information from the client’s Oracle based TMS\n- Cross-verify information across systems before responding - accuracy takes precedence over speed\n- Identify and flag data gaps, stale records or system inconsistencies to the client’s onshore team\nEscalation & Handover\n-Escalate issues beyond first-line scope in line with the agreed escalation matrix\n- Distinguish clearly between what can be resolved overnight and what must wait for the client’s day shift\n- Execute a structured shift handover covering open, escalated and pending cases at the start of the client’s morning shift\nKnowledge & Process Discipline\n- Follow documented standard operating procedures precisely\n- Contribute to and maintain knowledge base articles, macros and response templates in Zendesk\n- Surface recurring issues, process friction and automation candidates to the BRAC IT team lead\nService Quality & Reporting\n- Meet defined quality standards on tone, accuracy and completeness of written customer responses\n- Support periodic service reporting on ticket volumes, response times and recurring themes\n- Participate in calibration and quality review sessions with the BRAC IT team lead\nRequired Skills & Experience\nEducation : Bachelor’s degree in any discipline\nCertification in customer service, ITIL Foundation, or a comparable service-management qualification is a plus (not mandatory)\n1-3 years of experience in customer support, service desk, BPO or shared-services operations\nExcellent written English - this is the single most important screening criterion; the role is almost entirely written communication with European business customers, requiring clear, professional, concise prose\nWillingness and ability to work permanent night shifts\nDemonstrated ability to work across multiple systems simultaneously and follow documented processes precisely\nStrong attention to detail and a verify-before-responding mindset\nComposure and sound judgement when working unsupervised during overnight hours\nHands-on experience with Zendesk, Freshdesk, ServiceNow or a comparable ticketing platform\nPrior experience supporting international clients, particularly in Europe\nBackground in logistics, freight forwarding, supply chain or transportation\nWorking knowledge of Italian or French (the client has indicated these are more useful to them than German; English alone is sufficient to start)\nFamiliarity with SLA-driven service delivery and basic service metrics\nExposure to ERP or transport management systems\nInterview Steps\nTechnical/Functional Interview (On-site)\nHR Interview (Online)\nOffer\n\nApply Now\nDepartment:\nSales\nEmployment Type:\nFull-time\nExperience:\n1-3 Years\nWorkplace Type:\nOnline\nNumber of Vacancies:\n2\nLocation:\nDhaka\nDeadline:\n15 October 2026\n\nApply Now","description_format":"text","description_chars":4498,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Italian","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-16T03:27:24Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.347,"p_room":0.28,"age_days":47,"expected_fill_days":23,"reasons":["conf:0","win:tail","crowd:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/brac-it-services-customer-support-executive-night-shift","json_url":"https://alion.io/job/brac-it-services-customer-support-executive-night-shift.json","meta":{"generated_at":"2026-10-17T15:51:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":2960,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4436056},"rest":"https://alion.io/mcp/rest/get_company?id=4436056"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbrac-it-services-customer-support-executive-night-shift"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbrac-it-services-customer-support-executive-night-shift"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbrac-it-services-customer-support-executive-night-shift"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/brac-it-services-customer-support-executive-night-shift\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbrac-it-services-customer-support-executive-night-shift"}]}