Job Description
Are you ready to elevate your career to an elite level?
Apex Tech Solutions is currently seeking highly skilled and motivated Technical Support Specialists to join our premium night shift operations in Chula Vista, CA. We offer industry-leading compensation packages, comprehensive benefits, and a collaborative environment that values your expertise.
In this role, you will be the first line of defense for our enterprise clients, ensuring seamless service delivery during critical off-hours. If you thrive in a fast-paced environment and seek a high-paying position with clear pathways for advancement, this is your opportunity.
Why Join Us?
- Competitive Pay: Earn between $25 and $40 per hour based on experience.
- Flexible Schedule: Enjoy a stable night shift schedule with excellent work-life balance.
- Professional Growth: Access to ongoing training and certification reimbursement.
Location: Chula Vista, CA (On-site/Hybrid options available for local candidates).
Responsibilities
- Provide premium technical troubleshooting and resolution for complex hardware, software, and network issues via phone and remote desktop.
- Manage and prioritize a high-volume queue of customer tickets with a focus on 99% First Contact Resolution (FCR) and SLA adherence.
- Document all interactions, resolutions, and system changes accurately in the ticketing system to maintain audit trails.
- Collaborate with the day-shift team to escalate and hand off unresolved issues effectively, ensuring continuity of service.
- Conduct system health checks and proactive monitoring to prevent service interruptions before they occur.
- Maintain a deep understanding of the company's product suite and technical documentation to provide accurate guidance.
Qualifications
- Minimum 2 years of experience in Tier 2 or Tier 3 Technical Support or Help Desk roles.
- Strong proficiency in Windows and Mac OS environments, as well as Microsoft Office Suite.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently, manage time effectively, and remain focused during night hours.
- High school diploma or equivalent required; Associate’s degree in IT or related field is a plus.
- Experience with remote support tools (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Zendesk, Jira) is highly preferred.