Job Description
Are you a night owl looking for a professional opportunity? Apex Support Systems is expanding our elite remote team in Albuquerque, NM and seeking a dedicated Technical Support Agent to join our 24/7 operations center. This is a fully remote position that allows you to work from the comfort of your home while providing critical technical assistance to clients across the globe.
As a key member of our night shift team, you will ensure seamless service delivery during off-peak hours, resolving complex issues with empathy and efficiency. We offer a competitive hourly rate, comprehensive benefits, and a culture that values work-life balance and professional growth.
Responsibilities
- Troubleshoot & Resolve: Diagnose and resolve hardware, software, and network connectivity issues for customers via chat and email.
- Customer Communication: Deliver exceptional support by actively listening to customer concerns and explaining technical solutions in plain language.
- Documentation: Maintain accurate and detailed records of all support interactions and solutions within our CRM system.
- System Monitoring: Monitor system performance and alerts to proactively identify and address potential downtime.
- Collaboration: Work closely with cross-functional teams and escalate complex tickets when necessary.
- Process Improvement: Identify recurring issues and suggest improvements to our support protocols.
Qualifications
- Experience: 1+ years of experience in technical support, customer service, or a related IT field.
- Shift Availability: Must be willing and able to work rotating night shifts (e.g., 6:00 PM – 6:00 AM or 8:00 PM – 6:00 AM).
- Education: High school diploma or GED equivalent; Associate’s degree in IT or related field preferred.
- Remote Setup: Reliable high-speed internet connection and a dedicated, quiet workspace.
- Communication: Superior written and verbal communication skills with a strong customer-centric mindset.
- Tools: Proficiency with computer systems, remote desktop tools, and CRM software.