Job Description
Are you a tech-savvy problem solver looking to join a dynamic team?
Apex Digital Solutions is currently seeking a Senior Technical Support Specialist to join our remote workforce. Based in Fort Wayne, IN, we pride ourselves on delivering top-tier IT support to clients nationwide. This is a fully remote position, allowing you to work from the comfort of your home while contributing to a culture of innovation and excellence.
In this role, you will be the first line of defense for our clients, ensuring their technical environments run smoothly. We offer a competitive salary, comprehensive benefits package, and the flexibility to manage your schedule.
Responsibilities
- Provide exceptional remote technical support via phone, email, and chat to a diverse client base.
- Diagnose and resolve hardware, software, and network connectivity issues efficiently.
- Manage and prioritize a high volume of support tickets using our ticketing system (e.g., Zendesk, Jira).
- Document all troubleshooting steps and resolutions in our knowledge base for future reference.
- Collaborate with the development and engineering teams to escalate complex bugs and suggest product improvements.
- Maintain a high level of customer satisfaction by communicating clearly and empathetically with clients.
- Stay up-to-date with the latest technology trends and company software updates.
Qualifications
- Minimum of 2-3 years of experience in IT support, help desk, or technical customer service.
- Strong working knowledge of Windows 10/11 and macOS operating systems.
- Familiarity with cloud services (AWS, Azure, or Google Cloud) and virtualization tools.
- Excellent verbal and written communication skills with a focus on customer service.
- Ability to troubleshoot issues independently and troubleshoot remote connections.
- High school diploma or equivalent; Associate’s degree in Information Technology or a related field is preferred.