Job Description
Are you seeking a career that offers the perfect blend of technical challenge and work-life balance? Apex Remote Solutions is currently hiring a Remote Night Shift Technical Support Specialist to join our elite support team. This is a 100% Work From Home position serving clients across New York, NY and North Carolina.
In this role, you will be the first point of contact for our clients, troubleshooting technical issues and providing exceptional service during our peak operational hours. We value flexibility, professional growth, and a diverse workforce, making this the ideal opportunity for remote workers in the Northeast and Southeast United States.
Why Join Us?
- 100% Remote: Work from anywhere in the US (NY & NC preferred).
- Night Shift Premium: Competitive salary with potential overtime incentives.
- Modern Tech Stack: Use cutting-edge tools to solve complex problems.
- Growth Opportunities: Clear path to Senior Engineering and Management roles.
Responsibilities
- Troubleshoot Complex Issues: Diagnose and resolve hardware, software, and network connectivity problems for end-users via phone, email, and remote desktop tools.
- Manage Tickets: Accurately log and prioritize incoming support tickets within our CRM system (Zendesk/ServiceNow) to ensure timely resolution.
- Night Operations Support: Provide critical technical assistance during night hours, ensuring minimal downtime for our client base.
- Documentation: Maintain a comprehensive knowledge base of solutions and frequently asked questions to improve team efficiency.
- Escalation Management: Identify complex issues that require day-shift intervention and collaborate effectively with cross-functional teams.
- Customer Satisfaction: Deliver empathetic and professional service, maintaining a high Net Promoter Score (NPS).
Qualifications
- Location Requirement: Must reside in New York, NY or North Carolina, NC to ensure low-latency connectivity.
- Availability: Must be willing and able to work a Night Shift schedule (e.g., 10:00 PM EST to 6:00 AM EST).
- Experience: Minimum of 1-2 years of experience in Technical Support, Help Desk, or Customer Service.
- Technical Skills: Strong understanding of Windows/macOS, Microsoft Office Suite, and basic networking concepts (TCP/IP, DNS).
- Home Office: Dedicated workspace, high-speed internet (25+ Mbps), and a quiet environment.
- Communication: Excellent verbal and written English skills with a professional demeanor.