Job Description
Are you a problem-solver who thrives on weekends? Apex Digital Systems is seeking a dedicated Remote Weekend Technical Support Specialist to join our elite customer success team. We offer a competitive salary, comprehensive benefits, and the ultimate work-life balance with a flexible schedule that lets you enjoy your weekdays.
In this role, you will be the first line of defense for our clients, ensuring seamless technical operations during our peak off-hours. You will work in a fast-paced, supportive environment that values autonomy and results. If you are looking for a high-impact role that offers flexible hours and remote work opportunities, this is your chance to advance your career with a forward-thinking industry leader.
Responsibilities
- Troubleshoot and Resolve: Diagnose and resolve complex technical issues for enterprise clients via phone, email, and chat during weekend shifts.
- Ticket Management: Maintain a high volume of tickets with a 95%+ first-contact resolution rate using our CRM tools (Zendesk/ServiceNow).
- Client Communication: Provide clear, empathetic, and professional technical guidance to customers to ensure their satisfaction.
- Documentation: Update detailed technical logs and knowledge base articles to improve our self-service capabilities for future support teams.
- System Monitoring: Proactively monitor system health alerts and perform routine maintenance checks during off-peak hours.
- Collaboration: Coordinate with on-site support teams on Monday to ensure continuity of service and address any weekend escalations.
Qualifications
- Experience: Minimum of 2 years of experience in technical support, IT helpdesk, or customer service.
- Remote Work Ready: Proven ability to work independently and self-motivate in a remote setting.
- Availability: Must be available to work Saturday and Sunday (or a consistent 4-day workweek with weekends off).
- Technical Skills: Strong understanding of operating systems (Windows/Mac), network protocols, and cloud services.
- Communication: Exceptional verbal and written communication skills with a focus on customer empathy.
- Tools: Familiarity with ticketing systems (e.g., Jira, Zendesk) is a plus.