Job Description
Join our dynamic team as a Flexible Remote Tech Support Specialist and revolutionize how we deliver IT solutions from the comfort of your home in Omaha, NE. We value work-life balance and offer fully remote positions with customizable schedules to fit your lifestyle. As a key member of our tech support division, you'll provide exceptional customer service while troubleshooting complex technical issues for diverse clients nationwide.
Our ideal candidate thrives in autonomous environments, possesses deep technical expertise, and embraces the flexibility to work during peak hours (evenings/weekends). Enjoy competitive compensation, comprehensive benefits, and career growth opportunities in a forward-thinking company committed to employee well-being.
Responsibilities
- Diagnose and resolve hardware/software issues via phone, chat, and remote desktop support
- Document troubleshooting steps and solutions in our CRM system with meticulous detail
- Proactively manage service level agreements (SLAs) with 95%+ resolution efficiency
- Collaborate with Tier 2 engineers on complex network and security incidents
- Conduct virtual training sessions for clients on new technologies
- Monitor ticket queues during assigned flexible shifts (evenings/weekends)
- Contribute to knowledge base with technical documentation and best practices
Qualifications
- 3+ years of remote technical support experience with Windows/macOS environments
- CompTIA A+, Network+, or Security+ certification required
- Expertise in troubleshooting network connectivity, VPNs, and cloud services (AWS/Azure)
- Exceptional written and verbal communication skills with customer-first mindset
- Ability to work independently during flexible hours (evenings/weekends)
- Proficiency with remote desktop tools (TeamViewer/AnyConnect)
- Experience with ticketing systems (Zendesk/ServiceNow)
- Valid driver's license and reliable internet connection (minimum 50 Mbps)