Job Description
Are you a tech-savvy problem solver looking for a rewarding career from the comfort of your home?
Apex Tech Solutions is seeking a dedicated Remote Tech Support Specialist to join our rapidly growing team in Lincoln, NE. In this role, you will serve as the first line of defense for our clients, resolving technical issues with empathy and efficiency. We offer a competitive salary, comprehensive benefits, and the flexibility to work from anywhere within the United States.
Why Join Us?
- Competitive pay with quarterly performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible remote work schedule (100% Remote).
- Professional development and certification reimbursement.
- A collaborative, inclusive company culture.
Responsibilities
- Troubleshoot and Resolve: Diagnose and resolve hardware and software issues for clients via phone, email, and remote desktop tools.
- Customer Communication: Provide clear, friendly, and professional support to end-users, ensuring a positive customer experience.
- System Management: Monitor ticket queues to ensure timely response times and resolution of incoming support requests.
- Documentation: Accurately log all interactions, resolutions, and troubleshooting steps into the CRM system.
- Escalation: Identify complex technical issues and escalate them to senior engineers or specialized teams when necessary.
- Education: Proactively educate users on best practices for cybersecurity and system maintenance to prevent future issues.
- Adherence: Follow company protocols, SLAs (Service Level Agreements), and security guidelines strictly.
Qualifications
- Education: High school diploma or GED required; Associate’s degree in Computer Science or related field is a plus.
- Experience: Minimum of 1-2 years of experience in technical support, help desk, or customer service.
- Technical Skills: Proficiency in Windows and macOS operating systems; knowledge of network troubleshooting (TCP/IP, DNS) is highly desirable.
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Tools: Familiarity with remote support software (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Zendesk, Jira).
- Work Style: Self-motivated, detail-oriented, and able to work independently in a remote environment.
- Availability: Must be available to work rotating shifts, including evenings and weekends as needed.