Job Description
About the Role:
NexGen Systems is expanding our elite remote support team and is seeking a highly skilled Weekend Technical Support Specialist based in Houston, TX. In this part-time role, you will be the first line of defense for our clients, ensuring critical systems remain operational during off-hours. We value flexibility, technical expertise, and a customer-first mindset.
Why Join Us?
• Remote Flexibility: Work from the comfort of your home while servicing clients across the US.
• Weekend Schedule: Enjoy a consistent Saturday and Sunday schedule with guaranteed hours.
• Premium Compensation: Earn between $25.00 - $35.00 per hour based on experience.
• Modern Tools: Utilize top-tier CRM and ticketing systems to streamline support.
Responsibilities
- Resolve complex technical issues and service tickets for enterprise clients via phone, chat, and email during weekend shifts.
- Perform system maintenance, updates, and patch management to ensure 99.9% uptime.
- Document all interactions and resolutions in the Salesforce CRM system accurately and promptly.
- Escalate critical incidents to the on-call engineering team during peak hours.
- Conduct remote diagnostics and troubleshooting for hardware and software peripherals.
- Maintain a high level of customer satisfaction by providing clear, empathetic, and professional communication.
- Participate in weekly team stand-ups to discuss blockers and share knowledge.
Qualifications
- Minimum of 2 years of experience in IT support, Helpdesk, or Technical Customer Service.
- Must be available to work full-time weekend shifts (Saturday and Sunday) from a home office.
- Strong understanding of Windows, macOS, and Linux operating systems.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Reliable high-speed internet connection and a dedicated workspace.
- Experience with remote support tools (e.g., TeamViewer, LogMeIn, or similar).
- Ability to work independently with minimal supervision.