Job Description
Are you a problem-solver who thrives in a fast-paced environment? Apex Tech Solutions is seeking a dedicated Remote Technical Support Specialist to join our night shift team. If you enjoy helping others and have a passion for technology, we want to hear from you.
In this role, you will be the bridge between our clients and our technical experts, ensuring seamless service even when the rest of the world is asleep. We offer a competitive benefits package, including health insurance, paid time off, and a night shift differential.
Responsibilities
- Troubleshoot Complex Issues: Diagnose and resolve technical hardware and software problems via phone, email, and chat.
- Customer Empathy: Deliver exceptional customer service by guiding users through step-by-step solutions with patience and clarity.
- Ticket Management: Prioritize and manage a high-volume queue of support tickets within defined SLA timeframes.
- Documentation: Maintain accurate records of issues, resolutions, and customer interactions in our CRM system.
- Knowledge Sharing: Contribute to the internal knowledge base and assist in creating training materials for incoming staff.
- Collaboration: Coordinate with day-shift engineers to escalate unresolved issues and ensure continuity of support.
Qualifications
- Experience: Minimum of 1 year of experience in technical support, help desk, or customer service.
- Education: High school diploma or GED required; Associate degree in IT or related field is a plus.
- Technical Skills: Proficiency in Windows and macOS operating systems; basic understanding of networking concepts (TCP/IP, DNS).
- Communication: Superior verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Work Ethic: Self-motivated, disciplined, and able to work independently during night shifts.
- Reliability: A stable, high-speed internet connection and a dedicated home office environment.