Job Description
Are you a tech-savvy problem solver looking for a stable night shift opportunity that offers the convenience of equipment provided? We are seeking a dedicated Technical Support Specialist to join our elite remote team based in Seattle, WA. We understand the demands of remote work, which is why we provide all necessary hardware, including a high-performance laptop, noise-canceling headset, and dual monitors, so you can focus entirely on delivering exceptional customer service.
As a key member of our support team, you will be the first line of defense for our clients, resolving complex technical issues with patience and expertise. We pride ourselves on a culture that values work-life balance, offering a supportive environment where your contributions directly impact our success. If you are ready to advance your career in a modern, fully remote setting, we want to hear from you.
Responsibilities
- Remote Troubleshooting: Diagnose and resolve technical hardware and software issues for clients via phone and remote desktop tools.
- Night Shift Coverage: Provide reliable support during our critical night shift hours, ensuring 24/7 operational continuity.
- Equipment Management: Ensure all provided equipment is in optimal working condition and troubleshoot connectivity issues.
- Documentation: Maintain accurate, up-to-date records of customer interactions, issues, and resolutions in our CRM system.
- Customer Advocacy: Act as a brand ambassador, listening to customer feedback and escalating complex issues to senior management.
- Process Improvement: Identify common technical pain points and suggest workflow improvements to enhance team efficiency.
- Training: Participate in ongoing training sessions to stay current with the latest technology and support protocols.
Qualifications
- Experience: Proven experience in technical support, IT help desk, or customer service roles.
- Availability: Must be available to work night shifts (e.g., 10:00 PM - 6:00 AM) with strict adherence to the schedule.
- Technical Skills: Strong knowledge of Windows/macOS, Microsoft Office Suite, and remote access tools (TeamViewer, LogMeIn).
- Communication: Excellent verbal and written communication skills with a focus on clarity and empathy.
- Education: High school diploma or equivalent; Associate degree in IT or related field preferred.
- Self-Motivation: Ability to work independently and stay focused in a remote environment without direct supervision.
- Problem Solving: Aptitude for learning new technologies quickly and applying logical solutions to technical problems.