Job Description
We are seeking a dedicated Night Shift Remote Support Specialist to join our elite US-based team. As a leader in the tech industry, we prioritize our employees' success by providing all necessary equipment (Laptop, Monitor, Headset, Ergonomic Chair) to ensure a professional home office setup.
In this role, you will be the first line of defense for our clients, delivering exceptional technical support via remote channels. This position is ideal for candidates looking for a stable remote job with comprehensive benefits and a clear career path.
Why Join Us?
- Equipment Provided: We ship everything you need to work from home immediately.
- Night Shift Flexibility: Choose from various shift patterns to fit your lifestyle.
- US-Based Team: Work with a diverse team of professionals in Atlanta and California.
- Competitive Pay: Earn a competitive hourly rate with performance bonuses.
Responsibilities
- Provide high-quality technical support and troubleshooting for US-based customers via chat, email, and remote desktop tools during night shifts.
- Diagnose and resolve hardware and software issues efficiently, ensuring minimal downtime for the client.
- Document all customer interactions, technical resolutions, and troubleshooting steps accurately in the ticketing system.
- Collaborate with the day-shift engineering team to ensure seamless service continuity and knowledge transfer.
- Maintain a high Customer Satisfaction Score (CSAT) and adhere strictly to Service Level Agreements (SLAs).
- Identify and escalate complex or recurring technical issues to senior engineers or product teams.
- Participate in daily stand-ups and weekly training sessions to stay updated on product knowledge and support tools.
Qualifications
- Must be a US Citizen or Permanent Resident (Green Card holder).
- Minimum of 1-2 years of experience in technical support, IT help desk, or customer service.
- Must be available to work night shifts (various shifts available, including weekends).
- Strong problem-solving skills with the ability to work independently in a remote environment.
- Excellent written and verbal communication skills with a focus on empathy and clarity.
- Proficiency with remote desktop software (e.g., TeamViewer, AnyDesk) and ticketing systems (e.g., Zendesk, Jira).