Job Description
Are you looking for a rewarding remote career that offers the perfect work-life balance? Apex Tech Solutions is seeking a highly skilled Senior Customer Support Specialist to join our exclusive weekend operations team in Seattle, WA.
As a leader in the tech industry, we value flexibility, autonomy, and top-tier service. In this role, you will be the voice of our brand, ensuring our clients receive premium technical support during peak off-hours. We are looking for a self-motivated professional who thrives in a remote environment and excels at problem-solving under pressure.
Responsibilities
- Manage and resolve complex technical inquiries and customer escalations with a focus on first-contact resolution.
- Utilize advanced CRM and helpdesk software to track tickets, update status, and document interactions.
- Conduct quality assurance checks on support interactions to ensure adherence to company service level agreements (SLAs).
- Collaborate with the weekday support team to provide seamless handovers and share insights on common technical issues.
- Contribute to the continuous improvement of our remote support processes and documentation.
Qualifications
- Minimum of 3 years of experience in customer support, technical help desk, or account management.
- Strong proficiency in remote collaboration tools (Zoom, Slack, Microsoft Teams) and ticketing systems (Zendesk, Salesforce, Intercom).
- Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical users.
- Proven ability to work independently and manage time effectively during off-peak hours.
- High school diploma or equivalent; Bachelor's degree preferred.