Job Description
About the Role: We are seeking a highly skilled and empathetic Senior Technical Support Specialist to join our 24/7 global support team. This is a remote position based in San Antonio, TX, specifically designed for individuals who excel in night shift environments. You will be the technical troubleshooter for our enterprise clients, ensuring seamless connectivity and resolving complex issues during off-hours.
Why Join Us?
- Flexibility: Enjoy a predictable night shift schedule with zero commute.
- Growth: Clear pathways to Senior Engineering and Management roles.
- Perks: Competitive hourly pay, comprehensive health benefits, and remote-first culture.
Key Responsibilities:
Responsibilities
- Provide advanced technical troubleshooting and issue resolution for enterprise clients via phone, email, and remote access tools.
- Analyze complex network and software errors and implement effective, long-term solutions.
- Maintain high customer satisfaction scores (CSAT) during high-pressure, after-hours periods.
- Document all technical interactions and resolutions in our CRM system to improve future support processes.
- Collaborate with the day-shift engineering team to escalate and resolve critical outages.
- Conduct quality assurance checks on support tickets to ensure compliance with SLAs.
Qualifications
- 2+ years of experience in Technical Support, Help Desk, or Customer Success roles.
- Proven experience working in night shift or rotating shift environments.
- Strong understanding of Windows/Linux operating systems, VPN configurations, and cloud technologies (AWS/Azure).
- Excellent verbal and written communication skills in English.
- Ability to work independently in a remote setting with high self-motivation.
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field preferred.