Job Description
Are you a night owl looking for a stable, high-growth career? NexGen Tech Solutions is seeking a dedicated Remote Night Shift Technical Support Specialist to join our elite virtual team. Based in Virginia, this is a 100% Work From Home opportunity where you will play a critical role in delivering seamless technical assistance to clients across the nation.
We are looking for individuals who thrive in a fast-paced, results-driven environment and possess the technical expertise to troubleshoot complex issues with a smile. If you are ready to take your career to the next level with a leading tech firm, apply today!
Responsibilities
- Provide exceptional technical support to clients via phone, email, and chat during designated night shift hours (9:00 PM - 6:00 AM EST).
- Diagnose and resolve complex software, hardware, and network issues remotely with precision and speed.
- Maintain accurate, detailed records of all support tickets and interactions in our CRM system.
- Collaborate closely with senior engineers and the QA team to escalate and resolve unresolved issues.
- Ensure 100% customer satisfaction and retention by exceeding service level agreements (SLAs).
- Conduct virtual training sessions for new clients to ensure product proficiency.
- Identify recurring technical trends and propose proactive solutions to the management team.
Qualifications
- High School Diploma or GED required; Associate's or Bachelor's degree in Computer Science or related field is a plus.
- Stable High-Speed Internet and a professional, quiet home office environment.
- Previous experience (1+ years) in IT Help Desk, Customer Support, or Technical Support roles.
- Ability to work independently with minimal supervision and maintain high productivity levels.
- Strong communication skills, including active listening and clear verbal/written English.
- Problem-solving mindset with the ability to remain calm under pressure.
- Flexibility to work holidays and weekends as required by the night shift rotation.