Job Description
Are you a night owl looking for a career that fits your lifestyle? Apex Digital Solutions is expanding our team and seeking a Remote Night Shift Technical Support Specialist based in Charlotte, NC. We pride ourselves on delivering top-tier customer service and are looking for dedicated professionals to join our after-hours support rotation.
Join a company that values flexibility and work-life balance. As a key member of our team, you will troubleshoot complex technical issues, guide customers through solutions, and ensure our services run smoothly around the clock.
Why Join Us?
- Flexible Night Shift Hours (e.g., 7:00 PM - 4:00 AM EST)
- Competitive Salary & Benefits Package
- 100% Remote Work Environment
- Professional Development Opportunities
Responsibilities
- Resolve Technical Issues: Diagnose and troubleshoot hardware and software problems for clients via phone, email, and chat during night shift hours.
- Customer Communication: Provide clear, empathetic, and professional explanations of technical solutions to a diverse client base.
- Ticket Management: Accurately log and categorize support tickets in our CRM system, ensuring a seamless handoff to day-shift teams.
- System Maintenance: Perform routine checks on remote access tools and update knowledge bases with new troubleshooting steps.
- Collaboration: Work closely with the day-shift team to escalate critical issues and ensure 24/7 coverage.
- Quality Assurance: Meet or exceed performance metrics regarding call handling time and customer satisfaction scores (CSAT).
Qualifications
- Experience: Minimum of 2 years of experience in Technical Support, Help Desk, or Customer Service.
- Location: Must reside in the United States and be willing to work the Night Shift (US Eastern Time zone preferred).
- Technical Skills: Proficient in Windows and Mac operating systems, troubleshooting network connectivity, and standard office software.
- Communication: Excellent verbal and written communication skills with a focus on problem-solving.
- Self-Motivation: Ability to work independently in a remote environment with minimal supervision.
- Education: High school diploma or equivalent; Associate degree in IT or related field is a plus.