Job Description
Are you a night owl looking for a high-impact role? Apex Systems is seeking a dedicated Senior Technical Support Specialist to join our remote team. In this position, you will provide critical technical assistance to enterprise clients across the United States, with a primary focus on serving markets in Atlanta, GA and California.
We understand the challenges of remote work, which is why we provide a premium Home Office Equipment Package to all our employees. We cover the cost of a high-performance laptop, dual monitors, ergonomic office chair, noise-canceling headset, and high-speed internet stipend to ensure you are set up for success from day one.
Why Join Us?
- 100% Remote & Flexible: Work from the comfort of your home anywhere in the US.
- Equipment Provided: We outfit your home office with top-tier gear.
- Night Shift Benefits: Enjoy higher pay rates and a quieter work environment.
- Career Growth: Clear pathways to advancement within a Fortune 500 environment.
This is an excellent opportunity for a tech-savvy professional to join a dynamic team and make a significant impact on our client's IT infrastructure.
Responsibilities
- Monitor and respond to incoming technical support tickets via Zendesk and Slack during the Night Shift window (10:00 PM - 6:00 AM EST).
- Diagnose and resolve complex hardware, software, and network issues for clients located in Atlanta, GA and California.
- Provide step-by-step technical guidance to end-users via phone and remote desktop sessions.
- Escalate unresolved issues to Tier 2 engineering teams with detailed diagnostic logs.
- Maintain a high first-contact resolution rate and ensure a 5-star customer satisfaction score.
- Document all support interactions and contribute to the internal knowledge base.
Qualifications
- Minimum of 3-5 years of experience in technical support, help desk, or customer service.
- Must be willing and able to work the Night Shift (10 PM - 6 AM EST).
- Strong knowledge of Microsoft Windows, macOS, and mobile device management (MDM).
- Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- High school diploma required; Associate’s degree or IT certification (CompTIA A+, Network+) preferred.
- Reliable high-speed internet connection and a dedicated workspace.