Job Description
Are you a problem solver with a passion for technology? Apex Support Services is seeking a highly skilled and empathetic Tech Support Specialist to join our remote team based in Charlotte, NC.
In this pivotal role, you will serve as the bridge between our clients and their technology. We are looking for someone who thrives in a fast-paced environment, possesses deep technical knowledge, and has a genuine desire to help others succeed. If you are ready to take the next step in your career with an industry leader, we want to hear from you.
Responsibilities
- Provide Exceptional Service: Deliver high-quality technical support to end-users via phone, email, and live chat, ensuring a seamless user experience.
- Troubleshooting & Resolution: Diagnose and resolve complex hardware, software, and network issues efficiently to minimize downtime.
- Ticket Management: Log, track, and prioritize all support requests using our ticketing system (Zendesk/Jira) to ensure accountability.
- System Administration: Assist in the installation, configuration, and maintenance of operating systems, browsers, and peripheral devices.
- Documentation: Maintain accurate and up-to-date knowledge bases and technical documentation to assist the wider team.
- Remote Access: Utilize remote desktop tools securely to assist clients with immediate technical needs.
Qualifications
- Education: High School Diploma or GED required; Associate degree in Computer Science, IT, or related field preferred.
- Experience: 1-3 years of experience in a technical support, help desk, or customer service role.
- Technical Skills: Strong working knowledge of Windows, macOS, Android, and iOS operating systems.
- Communication: Excellent verbal and written communication skills with the ability to simplify complex technical jargon for non-technical users.
- Problem Solving: Proven ability to troubleshoot issues under pressure and find creative solutions.
- Tools: Familiarity with remote support tools (TeamViewer, AnyDesk) and ticketing systems is a plus.