Deskripsi Pekerjaan
Are you a problem-solving tech enthusiast looking to secure a flexible future in the heart of Tennessee? Nashville Digital Systems is seeking a highly skilled Senior Technical Support Specialist to join our elite remote workforce.
As a leader in remote IT solutions, we pride ourselves on our 24/7 operational excellence. This role is perfect for an experienced professional who thrives in a quiet, focused environment and enjoys the autonomy of working from home during our night operations. You will be the bridge between our global clients and our technical infrastructure, ensuring seamless service delivery while you enjoy your day.
Why Apply?
- 100% Remote: Work from the comfort of your Nashville home office.
- Night Shift Premium: Enjoy competitive pay with flexible daytime hours.
- Modern Tech Stack: Work with the latest cloud and cybersecurity tools.
- Growth Path: Clear trajectory for senior engineering roles.
Tanggung Jawab
- Provide advanced technical troubleshooting and resolution for complex hardware and software issues for remote clients.
- Manage and prioritize a high-volume ticket queue using Zendesk or ServiceNow during night operations.
- Collaborate with day-shift engineering teams to escalate critical incidents and document root cause analyses.
- Conduct remote diagnostics and perform system updates or patch management on client endpoints.
- Maintain a high standard of customer service, ensuring client satisfaction scores remain above 95%.
- Train junior support staff on new protocols and night-shift specific procedures.
Kualifikasi
- Minimum of 4 years of experience in Technical Support, Help Desk, or IT Customer Success.
- Must be available to work the night shift (e.g., 10:00 PM EST to 6:00 AM EST or similar).
- Deep understanding of Windows, macOS, Linux, and mobile operating systems.
- Strong proficiency with remote access tools (TeamViewer, AnyDesk, RDP) and VPNs.
- Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Reliable high-speed internet and a dedicated workspace are mandatory.