Job Description
Are you a problem-solving enthusiast looking to make an impact from home? Apex Digital Solutions is seeking a talented Remote Technical Support Specialist to join our growing team in Charlotte, NC. We are dedicated to providing exceptional IT services to our clients, and we need someone who can deliver excellence from a distance.
In this role, you will act as the first line of defense for our clients' technical needs. You will troubleshoot complex issues, guide users through software solutions, and ensure seamless connectivity for our remote workforce. If you have a passion for technology and a knack for clear communication, we want to hear from you.
Why Join Us?
- Competitive Salary: Earn between $55,000 and $70,000 annually based on experience.
- Remote Freedom: Enjoy the flexibility of working from the comfort of your home in Charlotte, NC.
- Benefits Package: Comprehensive medical, dental, and vision insurance.
- Growth Opportunities: Clear career progression paths into Network Administration or Systems Engineering.
Apply today to start your journey with Apex Digital Solutions!
Responsibilities
- Provide tier-one and tier-two technical support via phone, email, and remote desktop tools to end-users.
- Diagnose and resolve hardware and software issues, including printer configurations, operating system errors, and network connectivity problems.
- Log all support tickets and interactions into the CRM system (Zendesk/ServiceNow) with high accuracy and detail.
- Install, configure, and maintain desktop applications, peripherals, and mobile devices.
- Collaborate with the IT engineering team to escalate complex issues and contribute to knowledge base articles.
- Maintain a high level of customer satisfaction by adhering to SLA (Service Level Agreement) response times.
- Conduct remote training sessions for clients to improve their software proficiency and security practices.
Qualifications
- High school diploma or equivalent; Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
- Minimum of 2 years of professional experience in Technical Support, Help Desk, or IT Customer Service.
- Strong knowledge of Windows 10/11, macOS, and common office productivity software (Microsoft Office, Google Workspace).
- Experience with remote support tools such as TeamViewer, LogMeIn, or GoToAssist.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Strong analytical and troubleshooting skills with a logical approach to problem-solving.
- Ability to work independently in a remote environment with minimal supervision.