Job Description
Are you a problem solver with a passion for technology? Apex Digital Solutions is seeking a dedicated Remote Tech Support Specialist to join our growing team based in Detroit, MI. We pride ourselves on offering a fully remote environment with flexible scheduling options, allowing you to manage your work-life balance effectively.
In this pivotal role, you will serve as the first point of contact for our valued clients, resolving technical issues, answering inquiries, and ensuring seamless user experiences. If you thrive in a dynamic, fast-paced environment and want to advance your career in IT support without the daily commute, apply today!
Responsibilities
- Provide exceptional remote technical support to customers via phone, chat, and email.
- Diagnose and resolve hardware, software, and network connectivity issues efficiently.
- Document all interactions and resolutions accurately in our ticketing system (e.g., Zendesk, Jira).
- Stay updated on the latest technology trends, security protocols, and troubleshooting techniques.
- Collaborate with senior engineers to escalate and resolve complex technical issues.
- Maintain a high level of customer satisfaction through professional communication and empathy.
- Adhere to company policies and support SLA (Service Level Agreement) standards.
Qualifications
- High school diploma or equivalent; Associate degree in IT, Computer Science, or related field is a plus.
- Basic understanding of Windows, macOS, Android, and iOS operating systems.
- Strong verbal and written communication skills with the ability to explain complex concepts simply.
- Reliable high-speed internet connection and a quiet, dedicated workspace.
- Ability to work flexible hours, including evenings and weekends, to accommodate global clients.
- Previous customer service experience in a technical support environment is highly preferred.