Job Description
We are a premier San Francisco-based technology firm seeking a highly skilled Night Shift Technical Support Specialist to join our remote workforce. If you thrive in a nocturnal environment and excel at providing exceptional technical assistance to our global clientele, we want to hear from you.
The Role:
In this pivotal position, you will serve as the bridge between our technical team and our customers during off-peak hours. You will troubleshoot complex issues, resolve tickets efficiently, and ensure our users have a seamless experience, all from the comfort of your home.
Why Join Us?
- Work from home with a competitive salary.
- Flexible schedule allowing you to enjoy your days.
- Top-tier health benefits and retirement plans.
- Professional development opportunities in a SF tech hub.
Responsibilities
- Monitor and manage incoming technical support tickets via email and live chat during the night shift.
- Diagnose and troubleshoot hardware and software issues for enterprise clients.
- Escalate complex issues to the day shift engineering team with detailed documentation.
- Maintain a high level of customer satisfaction (CSAT) through empathetic and efficient communication.
- Update knowledge base articles based on recurring technical issues.
- Collaborate cross-functionally with QA and Development teams to improve product stability.
Qualifications
- Minimum of 2 years of experience in technical support or customer service roles.
- Strong proficiency in Windows and macOS operating systems.
- Excellent written and verbal communication skills in English.
- Reliable high-speed internet connection and a dedicated home workspace.
- Ability to work independently and manage time effectively during night hours.
- Basic understanding of networking concepts (TCP/IP, DNS) is a plus.