Job Description
Join our dynamic team as a Night Shift Support Specialist at NexusCare Solutions, where we empower work-life balance through flexible scheduling. Based in Durham's thriving Research Triangle, you'll provide critical technical support during overnight hours while maintaining a healthy work-life integration. Enjoy competitive compensation, comprehensive benefits, and a culture that values your well-being.
This role is perfect for students, parents, or professionals seeking non-traditional hours without sacrificing career growth. Our modern Durham facility offers collaborative spaces and cutting-edge technology to support your success.
Responsibilities
- Deliver 24/7 technical support via phone, chat, and remote assistance during overnight hours
- Troubleshoot complex software/hardware issues across diverse client systems
- Document all interactions using our CRM with precision and attention to detail
- Collaborate with global support teams during handover transitions
- Maintain service level agreements (SLAs) with 95%+ resolution metrics
- Escalate critical incidents to senior engineers with clear context
- Contribute to knowledge base improvements and process optimizations
Qualifications
- 2+ years in IT support or customer service role
- Proficiency with Windows/macOS, networking fundamentals, and remote tools
- Exceptional problem-solving abilities under pressure
- Strong written communication skills for technical documentation
- Flexibility to adapt to changing priorities and technologies
- CompTIA A+ or equivalent certification preferred
- Ability to work independently with minimal supervision
- Experience with ticketing systems (ServiceNow/Jira) essential