Job Description
Are you a technical troubleshooter looking for a stable, high-impact role? Apex Digital Support is hiring a Senior Remote Technical Support Specialist to join our team in Phoenix, AZ. This is a Direct Hire position, offering a competitive salary and the flexibility of a fully remote work environment.
In this role, you will serve as the first point of contact for our clients, resolving complex technical issues with speed and empathy. We are looking for a self-motivated professional who excels at remote collaboration and wants to make a difference in a fast-paced tech environment.
Responsibilities
- Provide advanced technical troubleshooting and customer support via phone, email, and remote desktop sessions.
- Manage and prioritize incoming support tickets in Zendesk and Jira with a focus on first-contact resolution.
- Document all technical issues and resolutions in the knowledge base to improve team efficiency.
- Collaborate with cross-functional teams to identify and resolve recurring system issues.
- Conduct remote software installations, updates, and security configuration.
- Mentor junior support staff and provide technical guidance to customers when necessary.
Qualifications
- 3+ years of experience in technical support, help desk, or customer service (remote experience preferred).
- Strong understanding of Microsoft Windows, macOS, and common office software suites.
- Experience with remote access tools (TeamViewer, AnyDesk, LogMeIn) and ticketing systems (Zendesk, ServiceNow).
- Excellent verbal and written communication skills with the ability to explain complex concepts to non-technical users.
- High school diploma or equivalent required; Associate’s degree or technical certification is a plus.
- Ability to work independently in a remote setting with a high degree of self-discipline.