Job Description
Are you a night owl looking for a challenging and rewarding career? Northwest Digital Solutions is currently hiring a Senior Technical Support Specialist to join our growing remote team. Based in the heart of the Pacific Northwest, we are committed to delivering world-class technical assistance to our clients, and we need a dedicated professional to manage our night operations.
This is a 100% Work From Home position. You will have the flexibility to work from the comfort of your home in Seattle or anywhere in the USA while contributing to our 24/7 support infrastructure.
Why Join Us?
- 100% Remote Work: Enjoy the flexibility of working from home.
- Night Shift Benefits: Competitive pay with potential shift differentials.
- Premium Culture: Join a modern, tech-forward company with a focus on employee growth.
Responsibilities
- Provide advanced technical troubleshooting and issue resolution for enterprise-level clients via remote channels (phone, chat, email).
- Maintain high customer satisfaction scores (CSAT) by delivering empathetic and professional support during night hours.
- Document all technical interactions, resolutions, and bug reports in the ticketing system (Zendesk/Jira).
- Collaborate with cross-functional engineering teams to escalate and resolve complex software discrepancies.
- Conduct nightly system health checks and ensure remote infrastructure stability and security.
- Mentor junior support staff during overlapping shifts and participate in nightly team stand-ups.
Qualifications
- Minimum of 2-3 years of experience in technical support, IT help desk, or customer service.
- Mandatory: Availability to work night shifts (e.g., 10:00 PM - 6:00 AM Pacific Time).
- Strong proficiency with Windows, macOS, and remote access tools (TeamViewer, AnyDesk, LogMeIn).
- Excellent written and verbal communication skills in English.
- Self-motivated and able to work independently in a fully remote setting.
- High school diploma or equivalent; Associate or Bachelor’s degree in Computer Science or IT preferred.