Job Description
Are you a problem-solving enthusiast looking for a flexible schedule?
Nexus Digital is seeking a Remote Weekend Technical Support Specialist based in Austin, TX. We are a forward-thinking tech company that values work-life balance. Our weekend support team plays a crucial role in maintaining our high standard of service while offering you the freedom to enjoy your weekdays.
Join a culture that prioritizes innovation and employee well-being. As a key member of our support division, you will ensure our clients receive seamless assistance even when the office is closed.
Responsibilities
- Provide high-level technical troubleshooting and support for clients via phone, email, and chat.
- Manage and prioritize a high volume of incoming support tickets during weekend shifts.
- Document all interactions and resolutions in our CRM system to ensure continuity and knowledge sharing.
- Collaborate with the onsite engineering team to escalate complex hardware and software issues.
- Conduct remote desktop sessions to guide users through technical configurations and security protocols.
- Stay updated on product updates and assist in creating weekend-specific knowledge base articles.
- Conduct quality assurance checks on resolved tickets to maintain a 98% satisfaction rate.
Qualifications
- Minimum of 3 years of experience in technical support or a related IT field.
- Proven track record of working in a remote or hybrid work environment.
- Must be available to work weekends (Saturday and Sunday) with flexibility for overtime.
- Strong written and verbal communication skills with a customer-first mindset.
- Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote desktop tools (e.g., TeamViewer).
- Associate’s degree or Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.