Job Description
Join Our Elite Night Shift Team
We are seeking a highly skilled and motivated Senior Night Shift Support Specialist to join our growing team in Anaheim, CA. In this role, you will be the first line of defense for our enterprise clients, ensuring seamless technical operations during critical off-hours. We offer a competitive hourly rate, comprehensive benefits, and a culture that prioritizes work-life balance.
Why Apply?
- High Earning Potential: Earn up to $42/hour with performance bonuses.
- Stable Environment: Join a Fortune 500 company with a reputation for excellence.
- Modern Tools: Work with the latest CRM and ticketing software.
- Convenient Location: Located in the heart of Anaheim with easy parking.
Your Impact
As a Night Shift Support Specialist, you will act as a technical advocate for our clients. Your ability to troubleshoot complex issues under pressure and communicate effectively will directly impact client satisfaction and retention. You will work autonomously in a fast-paced environment, requiring minimal supervision and maximum initiative.
Responsibilities
- Monitor and manage incoming support tickets via phone, email, and chat during night shifts.
- Diagnose and resolve complex hardware, software, and network issues for enterprise clients.
- Document all technical interactions and resolutions in our ticketing system (Zendesk/Jira).
- Escalate critical incidents to Level 2 and Level 3 engineering teams with detailed context.
- Conduct remote troubleshooting sessions to guide users through technical procedures.
- Maintain a high standard of uptime and response time metrics (SLA adherence).
Qualifications
- Minimum of 2-3 years of experience in technical support, IT help desk, or customer service.
- Must be available to work night shifts (e.g., 10:00 PM - 6:00 AM or 11:00 PM - 7:00 AM).
- Strong proficiency in Microsoft Office Suite and remote desktop tools.
- Excellent verbal and written communication skills; ability to explain technical concepts to non-technical users.
- Experience with ITIL framework or similar service management methodologies is a plus.
- Ability to work independently and manage multiple priorities effectively.