Job Description
Join Our Elite Night Shift Team in Chicago, IL
Are you a night owl looking for a rewarding career? ApexTech Solutions is seeking a highly skilled Night Shift Support Specialist to join our remote-friendly team. We pride ourselves on delivering top-tier technical assistance to our clients, and we need a dedicated professional to keep our support lines open during the evening hours.
In this role, you will act as the first line of defense for our customers, resolving complex technical issues with empathy and efficiency. Enjoy the flexibility of a remote-friendly environment while working a schedule that fits your lifestyle.
What You'll Do
- Troubleshoot Technical Issues: Diagnose and resolve hardware, software, and network-related problems for end-users.
- Manage Tickets: Prioritize and respond to incoming support tickets within established SLA guidelines.
- Remote Assistance: Use remote desktop tools to guide customers through solutions in real-time.
- Documentation: Maintain accurate records of incidents, resolutions, and customer feedback in our CRM system.
- Collaboration: Work closely with the day-shift engineering team to escalate complex issues and ensure continuity of service.
- Customer Empathy: Deliver a world-class support experience, ensuring every customer feels heard and valued.
What We're Looking For
- Availability: Must be available to work a night shift schedule (e.g., 10:00 PM - 6:00 AM or 11:00 PM - 7:00 AM).
- Experience: Previous experience in technical support or customer service is preferred.
- Communication: Excellent verbal and written communication skills in English.
- Tools: Proficiency with remote support tools (e.g., TeamViewer, LogMeIn) and basic operating systems.
- Problem Solving: Strong analytical skills and the ability to think on your feet.
- Education: High school diploma or equivalent required; Associate degree or technical certification is a plus.
Responsibilities
- Provide 24/7 technical support via phone, email, and live chat.
- Diagnose hardware and software defects and provide step-by-step troubleshooting guides.
- Maintain a high level of customer satisfaction scores (CSAT).
- Document all support interactions accurately in the ticketing system.
- Escalate complex technical issues to senior engineers when necessary.
Qualifications
- Ability to work rotating night shifts, including weekends and holidays.
- Strong problem-solving and critical thinking abilities.
- Basic knowledge of Windows, macOS, and common office software.
- Previous experience in a helpdesk or customer support role.
- Reliable high-speed internet connection and a quiet workspace.