Job Description
Are you a tech-savvy problem solver looking for the ultimate flexibility? Apex Digital Systems is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join our elite remote team. Based in Illinois, this full-time role offers the perfect blend of technical challenges and work-life balance from the comfort of your home office.
We are a fast-growing technology firm dedicated to delivering top-tier software solutions. Our culture is built on innovation, transparency, and mutual respect. As a Senior Support Specialist, you won't just be answering tickets; you'll be a trusted advisor to our enterprise clients, ensuring they maximize the value of our platform.
Why Join Us?
- 100% Remote Work: Work from anywhere in Illinois with a reliable high-speed internet connection.
- Competitive Compensation: $65,000 - $85,000 base salary plus performance bonuses.
- Comprehensive Benefits: Medical, dental, vision, and 401(k) matching.
- Paid Time Off: Flexible PTO and paid holidays.
We are looking for someone who excels under pressure and has a passion for resolving complex technical issues efficiently.
Responsibilities
- Provide expert technical support to enterprise clients via phone, email, and live chat, troubleshooting complex software and hardware issues.
- Manage and resolve high-priority support tickets within established Service Level Agreements (SLAs) to ensure high customer satisfaction.
- Collaborate closely with the Product and Engineering teams to document bugs, report recurring issues, and suggest feature improvements.
- Mentor junior support agents, conducting training sessions and creating knowledge base articles to improve team efficiency.
- Stay updated on the latest industry trends, software updates, and security protocols to provide cutting-edge support.
- Conduct remote diagnostics and walk clients through technical resolutions with patience and clarity.
Qualifications
- Minimum of 3-5 years of experience in Technical Support, Help Desk, or Customer Success roles.
- Strong knowledge of Windows and macOS operating systems, networking concepts, and cloud platforms (AWS/Azure preferred).
- Excellent written and verbal communication skills with the ability to translate technical jargon into plain English.
- Proven ability to work independently in a remote environment and manage multiple priorities simultaneously.
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) is a plus.