Job Description
Join the Frontline of Technology
Are you a problem-solver with a passion for technology? Nexus Tech Solutions is looking for a dedicated Remote Tech Support Specialist to join our growing team in Fresno, CA. We provide top-tier IT services to clients nationwide, and we need someone who can deliver exceptional customer service from a remote setting. In this role, you will be the first point of contact for our clients, resolving technical issues efficiently and professionally while maintaining a high standard of accuracy.
Why Join Us?
- Competitive Compensation: Salary range of $55,000 - $75,000 USD.
- Flexible Schedule: Enjoy the freedom of a remote work environment.
- Professional Growth: Opportunities for advancement into senior IT roles.
- Modern Tech Stack: Work with cutting-edge tools and CRM software.
Key Responsibilities
- Provide remote technical support via phone, email, and chat to diagnose and resolve hardware and software issues for clients.
- Manage and track customer support tickets using Zendesk or similar CRM tools to ensure timely resolution and SLA compliance.
- Install, configure, and troubleshoot operating systems (Windows, macOS), peripherals, and network devices remotely.
- Document technical procedures and maintain a comprehensive knowledge base for future reference and onboarding.
- Collaborate with senior IT staff to escalate complex issues and implement long-term preventative solutions.
- Ensure 100% customer satisfaction by following up on resolved issues and gathering constructive feedback.
Qualifications
- High school diploma or equivalent; Associate’s degree in IT, Computer Science, or related field is preferred.
- Minimum of 1-3 years of experience in technical support, help desk, or customer service roles.
- Strong knowledge of Windows, macOS, and mobile operating systems.
- Familiarity with networking concepts, TCP/IP, DNS, and troubleshooting protocols.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Reliable high-speed internet connection and a quiet home office environment.
- Proficiency in remote support tools (e.g., TeamViewer, AnyDesk, LogMeIn).
Responsibilities
- Provide remote technical support via phone, email, and chat to diagnose and resolve hardware and software issues for clients.
- Manage and track customer support tickets using Zendesk or similar CRM tools to ensure timely resolution and SLA compliance.
- Install, configure, and troubleshoot operating systems (Windows, macOS), peripherals, and network devices remotely.
- Document technical procedures and maintain a comprehensive knowledge base for future reference and onboarding.
- Collaborate with senior IT staff to escalate complex issues and implement long-term preventative solutions.
- Ensure 100% customer satisfaction by following up on resolved issues and gathering constructive feedback.
Qualifications
- High school diploma or equivalent; Associate’s degree in IT, Computer Science, or related field is preferred.
- Minimum of 1-3 years of experience in technical support, help desk, or customer service roles.
- Strong knowledge of Windows, macOS, and mobile operating systems.
- Familiarity with networking concepts, TCP/IP, DNS, and troubleshooting protocols.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Reliable high-speed internet connection and a quiet home office environment.
- Proficiency in remote support tools (e.g., TeamViewer, AnyDesk, LogMeIn).