Job Description
Welcome to Zenith Digital Services, a leader in remote workforce solutions. We are currently seeking a highly motivated and detail-oriented Remote Night Shift Technical Support Specialist to join our elite support team. If you thrive in a quiet environment and enjoy solving complex technical puzzles while the rest of the world sleeps, this is the perfect opportunity for you.
As a key member of our distributed workforce, you will provide world-class technical assistance to our diverse clientele via phone and secure chat channels. We value autonomy and work-life balance, offering you the flexibility to structure your day around your life, not the other way around.
Why Join Us?
We offer a comprehensive benefits package, including health insurance, a 401(k) matching program, and paid time off. Experience the freedom of working from home with a company that truly invests in its employees.
Responsibilities
- Troubleshooting: Diagnose and resolve complex hardware, software, and network connectivity issues for remote clients.
- Customer Assistance: Provide clear, step-by-step technical guidance to end-users to ensure rapid resolution of tickets.
- Documentation: Accurately document all interactions, resolutions, and technical notes in our CRM system in real-time.
- Quality Assurance: Maintain high standards of customer satisfaction scores (CSAT) and adherence to support protocols.
- Escalation: Identify complex technical issues that require day-shift engineering intervention and escalate them professionally.
- Training: Participate in nightly training sessions and stay updated on new software releases and system patches.
Qualifications
- Education: High school diploma or equivalent required; Associate’s degree in IT, Computer Science, or a related field is a plus.
- Experience: 1-3 years of experience in technical support, IT help desk, or customer service.
- Technical Skills: Proficiency in Windows and macOS operating systems; familiarity with remote access tools (TeamViewer, AnyDesk) is essential.
- Communication: Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Schedule: Must be available to work rotating night shifts (e.g., 10:00 PM - 6:00 AM EST) with the ability to work weekends as needed.