Job Description
Are you a tech-savvy problem solver looking for a high-paying opportunity that offers flexibility?
ApexTech Innovations is seeking a dedicated Senior Technical Support Specialist to join our elite night shift team in San Jose, CA. We pride ourselves on delivering world-class technical assistance, and we are looking for individuals who thrive in a high-performance environment.
Why Join Us?
- High Compensation: Competitive hourly rates ranging from $45 to $70 depending on experience.
- Flexible Schedule: Enjoy a healthy work-life balance with our night shift rotation.
- Modern Environment: Work with cutting-edge technology and a collaborative team culture.
- Benefits: Comprehensive medical, dental, vision, and 401(k) matching.
The Role:
You will serve as the technical expert for our enterprise clients during off-peak hours. Your primary focus will be resolving complex technical issues, ensuring system stability, and maintaining high customer satisfaction scores.
Responsibilities
- Provide advanced 2nd and 3rd level technical support via phone, chat, and email to enterprise clients.
- Diagnose and resolve complex hardware, software, and network connectivity issues efficiently.
- Maintain accurate and detailed documentation for all resolved tickets using our ticketing system.
- Collaborate with cross-functional engineering teams to escalate and resolve critical outages.
- Adhere strictly to Service Level Agreements (SLAs) and quality assurance standards.
- Proactively monitor system health and report anomalies to the shift lead.
Qualifications
- Minimum of 3-5 years of experience in technical support, help desk, or IT operations.
- Strong proficiency in Windows and Linux operating systems.
- Excellent written and verbal communication skills with the ability to explain complex concepts simply.
- Ability to work independently and efficiently during night shift hours.
- Relevant IT certification (CompTIA A+, Network+, or CCNA) is a strong plus.