Job Description
Are you looking for a rewarding career in a remote environment? Apex Digital Solutions is seeking a dedicated Night Shift Technical Support Specialist to join our rapidly expanding team in Raleigh, North Carolina. We offer a competitive salary, comprehensive benefits, and the flexibility to work from the comfort of your home.
In this role, you will serve as the first line of defense for our clients, ensuring seamless technical operations during our peak hours. If you are a problem-solver with excellent communication skills and are available for night shifts, we want to hear from you.
Responsibilities
- Provide Tier 1 and Tier 2 technical support to customers via phone, email, and chat during night shifts.
- Diagnose and resolve hardware, software, and network connectivity issues efficiently.
- Troubleshoot and resolve complex technical problems, escalating tickets to Tier 3 when necessary.
- Document all interactions, resolutions, and customer feedback in our CRM system.
- Collaborate with cross-functional teams to improve product performance and customer satisfaction.
- Maintain a deep understanding of our technical products and services to provide accurate guidance.
- Ensure 100% uptime support and adherence to SLA (Service Level Agreement) standards.
Qualifications
- High school diploma or GED required; Associate’s degree in Computer Science or related field is a plus.
- Minimum of 2 years of experience in technical support, help desk, or customer service.
- Proven ability to troubleshoot technical issues and resolve them under pressure.
- Excellent written and verbal communication skills with a focus on empathy and clarity.
- Strong computer proficiency including Windows, macOS, and Android/iOS platforms.
- Reliable high-speed internet connection and a quiet home office environment.
- Ability to work flexible night shift schedules, including weekends and holidays.