Job Description
Are you ready to take your career to the next level with a forward-thinking technology firm? OmniConnect Support Services is currently seeking a Night Shift Technical Support Specialist to join our dynamic team in the heart of Miami, FL.
We are looking for problem-solvers who thrive in a quiet, focused environment and want to make a real impact on our customers' daily operations. As a Night Shift Specialist, you will be the first line of defense for our clients, ensuring seamless technical resolutions and maintaining our high standards of service excellence.
Why Join OmniConnect?
- Competitive Pay: Earn between $22.00 and $28.00 per hour.
- Shift Differential: Enjoy a premium rate for working non-standard hours.
- Modern Environment: Work in a state-of-the-art facility with a supportive culture.
- Career Growth: Clear pathways for advancement within our support and engineering teams.
Responsibilities
- Provide tier 1 and tier 2 technical support to clients via phone, email, and live chat during night hours.
- Troubleshoot hardware and software issues, including network connectivity and application errors.
- Document all customer interactions and technical resolutions in our CRM system accurately and efficiently.
- Escalate complex issues to senior technicians or engineering teams when necessary.
- Maintain a high first-contact resolution rate and adhere to Service Level Agreements (SLAs).
- Conduct routine system checks and ensure helpdesk tools are functioning correctly.
Qualifications
- High school diploma or GED equivalent required; Associate's degree in IT or related field is a plus.
- Previous experience in technical support, customer service, or helpdesk roles is preferred.
- Strong knowledge of Microsoft Office Suite, Windows operating systems, and basic networking concepts.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Must be available to work a rotating night shift schedule (e.g., 6:00 PM - 2:00 AM or similar).
- Self-motivated with the ability to work independently with minimal supervision.