Job Description
We are currently urgently hiring a reliable and detail-oriented Night Shift Support Specialist to join our dynamic team in Fort Worth, TX. In this pivotal role, you will serve as the first point of contact for our clients during critical off-hours, ensuring seamless service delivery and resolving technical inquiries with precision.
Our ideal candidate thrives in a quiet environment and possesses a strong passion for problem-solving. You will be working in a collaborative setting that values accuracy, efficiency, and exceptional customer service.
Responsibilities
- Monitor and manage incoming support tickets and customer inquiries via phone, email, and chat.
- Troubleshoot technical hardware and software issues to restore client functionality.
- Document all interactions and resolutions accurately within the CRM database.
- Collaborate with the day-shift team to hand off critical issues and share insights.
- Adhere to all company policies, safety protocols, and Service Level Agreements (SLAs).
- Proactively identify trends in support requests to improve overall system performance.
Qualifications
- High school diploma or GED required; Associate's degree in a technical field is a plus.
- Minimum of 1 year of experience in customer support, IT helpdesk, or technical support.
- Strong troubleshooting skills and technical aptitude.
- Excellent written and verbal communication skills.
- Ability to work independently and maintain focus during night shifts.
- Proficiency with Microsoft Office Suite and basic ticketing systems.