Job Description
Welcome to Apex Digital Solutions, a leader in providing seamless technical infrastructure for businesses nationwide. We are currently seeking a highly motivated and customer-focused Remote Tech Support Specialist to join our elite support team.
In this pivotal role, you will be the voice and problem-solver for our clients, ensuring their technology works flawlessly from the comfort of their homes. We value adaptability, clear communication, and a passion for resolving complex technical challenges.
What You Will Do:
- Provide exceptional remote technical support via phone, chat, and email.
- Diagnose and resolve hardware, software, and network connectivity issues.
- Guide clients through troubleshooting steps and software installations.
- Document all interactions and resolutions accurately in our ticketing system.
- Collaborate with cross-functional teams to improve support processes.
Don't miss this opportunity to advance your career in a dynamic, fully remote environment in Denver, CO.
Responsibilities
- Diagnose and resolve hardware, software, and network connectivity issues for remote clients.
- Provide clear, patient, and empathetic technical guidance via chat, email, and phone.
- Maintain accurate and detailed records of all customer interactions and issue resolutions.
- Escalate complex technical issues to Tier 2 engineering teams when necessary.
- Stay current with product updates and best practices in technical support.
- Ensure customer satisfaction by meeting or exceeding service level agreements (SLAs).
Qualifications
- High school diploma or equivalent; Associate's degree in IT or Computer Science preferred.
- Minimum of 2 years of experience in help desk, technical support, or customer service.
- Proven experience working remotely with excellent self-discipline and time management.
- Strong verbal and written communication skills; ability to simplify technical jargon.
- Proficiency in Microsoft Office Suite and basic understanding of operating systems (Windows, macOS, Linux).
- Experience with remote desktop tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).