Job Description
Are you a night owl who thrives in a high-tech environment?
Apex Support Solutions is seeking a dedicated Night Shift Technical Support Specialist to join our growing team in Fort Worth, TX. We offer a unique opportunity to work in a remote-friendly environment where your skills in troubleshooting and customer service make a real impact on our 24/7 operations. If you are looking for a stable career with competitive pay and a supportive culture, this is the place for you.
Why Join Us?
- Flexible Schedule: Enjoy a predictable night shift routine with competitive pay.
- Remote Friendly: Hybrid work options available for qualified candidates.
- Growth Opportunities: Clear career progression paths within the IT Support department.
Responsibilities
- Monitor and Resolve Tickets: Receive, triage, and resolve incoming technical support tickets via phone, email, and chat during the night shift.
- Troubleshooting: Diagnose and troubleshoot hardware, software, and network issues for internal clients and external customers.
- Customer Communication: Provide clear, empathetic, and professional technical guidance to users with varying levels of technical expertise.
- System Monitoring: Perform routine system health checks and alert monitoring to ensure 99.9% uptime for critical services.
- Documentation: Maintain accurate and up-to-date records of all support interactions and resolutions in the CRM system.
- Escalation Management: Identify complex issues that require senior-level intervention and escalate them appropriately.
Qualifications
- Experience: Minimum of 1-2 years of experience in technical support, help desk, or customer service.
- Availability: Must be available to work night shifts (typically 10:00 PM - 7:00 AM or similar).
- Technical Skills: Proficiency with Windows and Mac operating systems, Microsoft Office Suite, and remote support tools (e.g., TeamViewer, LogMeIn).
- Communication: Excellent verbal and written communication skills with a strong focus on customer satisfaction.
- Education: High school diploma or GED required; Associate's degree in IT or related field preferred.
- Problem Solving: Strong analytical skills and the ability to think critically under pressure.