Job Description
We are seeking a highly motivated and detail-oriented Senior Technical Support Specialist to join our expanding remote team. In this pivotal role, you will provide exceptional technical troubleshooting and customer service to our enterprise clients during the critical night shift hours. This position offers the perfect work-life balance for night owls, allowing you to work from the comfort of your home in New York while contributing to a world-class support organization.
Why Join Us?
- Remote Flexibility: Work entirely from home with no commute.
- Night Shift Perks: Enjoy a quiet work environment and flexible hours that fit your lifestyle.
- Competitive Compensation: Base salary ranging from $65,000 to $85,000 USD.
- Benefits Package: Comprehensive health, dental, and vision insurance, along with a 401(k) retirement plan.
Responsibilities
- Provide advanced 2nd and 3rd level technical support via chat, email, and phone to clients in the New York region.
- Diagnose and resolve complex hardware, software, and network connectivity issues.
- Document all customer interactions, troubleshooting steps, and resolutions in our CRM system.
- Collaborate with the day-shift engineering team to resolve critical escalations and ensure seamless service continuity.
- Maintain a high CSAT (Customer Satisfaction Score) rating during your designated shift hours.
- Identify recurring technical trends and proactively suggest process improvements or knowledge base updates.
Qualifications
- High school diploma or equivalent; Associate’s degree in IT or related field preferred.
- Minimum of 2 years of experience in technical support, customer service, or help desk operations.
- Must be available to work full-time night shifts (e.g., 10:00 PM – 6:00 AM EST) with strict reliability.
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Reliable high-speed internet connection and a dedicated, quiet home office space.
- Proficiency in Microsoft Office Suite and basic networking concepts (TCP/IP, DNS).