Job Description
We are looking for a highly motivated Night Shift Technical Support Specialist to join our elite support team. This is a unique opportunity to work in a remote environment while supporting clients across the United States. We are specifically seeking talent based in the Jacksonville, FL area who are available to work during the night shift hours.
In this role, you will be the first point of contact for our clients, providing technical troubleshooting, software guidance, and hardware support via phone and remote access tools. You will play a critical role in maintaining our high standards of customer satisfaction and operational efficiency during off-hours.
Responsibilities
- Diagnose and resolve complex technical hardware, software, and network issues for remote clients.
- Utilize remote desktop tools to troubleshoot desktop environments and applications.
- Analyze customer tickets and provide step-by-step solutions to ensure issue resolution.
- Document all technical interactions, resolutions, and customer feedback in the CRM system.
- Escalate unresolved or complex issues to the senior engineering team for further investigation.
- Maintain a professional and empathetic demeanor when assisting frustrated or high-priority clients.
- Stay updated on new software patches, security protocols, and company products.
Qualifications
- High school diploma or equivalent; Associate’s degree in Information Technology or related field preferred.
- 1-3 years of experience in technical support, help desk, or customer service.
- Strong understanding of Windows and macOS operating systems.
- Proficiency with remote access software (e.g., TeamViewer, LogMeIn, AnyDesk).
- Excellent verbal and written communication skills with a focus on clarity and patience.
- Ability to work independently and manage time effectively during night shifts.
- Problem-solving mindset with a strong attention to detail.