Job Description
Join our dynamic 24/7 support team as a Night Shift Support Specialist in Atlanta! We're seeking a tech-savvy professional to deliver exceptional customer service during overnight hours. Enjoy competitive compensation, comprehensive benefits, and a collaborative remote-first culture. This role is perfect for night owls who thrive in quiet environments and want to make a tangible impact on user experiences.
Why NexusTech Solutions?
- Health/dental/vision insurance
- 401(k) with 4% match
- Paid time off + holidays
- Professional development stipend
- Remote equipment allowance
Responsibilities
- Resolve technical issues via phone, chat, and email during night shifts (10 PM - 6 AM)
- Document tickets accurately in Zendesk with detailed resolution steps
- Collaborate with global teams during critical incident escalations
- Monitor system health and proactively address potential disruptions
- Conduct user training sessions for recurring issues
- Maintain 95%+ customer satisfaction score (CSAT)
- Participate in monthly cross-functional improvement projects
Qualifications
- 2+ years in technical support or help desk role
- Experience with Windows/macOS/Linux environments
- Proficiency in Jira, Zendesk, or similar ticketing systems
- Strong troubleshooting skills for network/connectivity issues
- Excellent written and verbal communication abilities
- CompTIA A+ or equivalent certification preferred
- Ability to work independently with minimal supervision
- Flexibility to adapt to changing priorities