Job Description
Are you a problem-solving expert ready to lead the night shift operations?
Apex Global Solutions is seeking a dedicated Senior Technical Support Specialist to join our remote team based in Charlotte, NC. We are currently expanding our night shift division to provide 24/7 excellence to our clients. In this role, you will leverage cutting-edge technology to resolve complex technical issues and mentor junior team members.
Why Join Us?
- Work Flexibility: Hybrid model with a strong preference for remote work.
- Night Shift Premium: Competitive pay with shift differential incentives.
- Growth: Clear pathways to Team Lead and Management roles.
- Benefits: Comprehensive health, dental, and vision insurance.
Join us in shaping the future of IT support from the comfort of your home.
Responsibilities
- Provide advanced technical troubleshooting and support for hardware, software, and network issues during night operations.
- Monitor system performance and proactively identify potential outages or security threats.
- Mentor and guide junior support agents to ensure service quality standards are met.
- Document all incidents, resolutions, and customer interactions in our ticketing system.
- Collaborate with cross-functional teams to improve internal processes and customer satisfaction.
- Handle escalations from Tier 1 support with efficiency and professionalism.
Qualifications
- Minimum of 3-5 years of experience in technical support, IT help desk, or customer service.
- Strong understanding of Windows and macOS operating systems, networking fundamentals, and remote connectivity tools.
- Excellent verbal and written communication skills with a focus on client retention.
- Ability to work independently and manage time effectively during night shifts.
- Experience with ticketing systems (e.g., JIRA, ServiceNow, Zendesk) is highly preferred.
- High school diploma or equivalent required; Associate or Bachelor's degree in IT or related field is a plus.