Job Description
We are urgently hiring a skilled Remote Night Shift Technical Support Specialist to join our elite team based in Jacksonville, FL. If you thrive in a dynamic environment and are looking for a flexible schedule with the ability to work from home, we want to hear from you.
In this pivotal role, you will serve as the first line of defense for our clients, providing critical technical assistance during our high-demand overnight hours. You will diagnose issues, resolve technical barriers, and ensure our customers have a seamless experience, regardless of the time of day.
Responsibilities
- Provide Technical Troubleshooting: Resolve hardware and software issues via phone, chat, and email for remote clients during night shifts.
- Manage Tickets: Log all support interactions and resolutions accurately in our CRM system.
- Client Communication: Communicate complex technical concepts in clear, simple language to non-technical users.
- Process Optimization: Identify recurring issues and suggest improvements to our support protocols.
- Shift Coordination: Adhere strictly to the night shift schedule and maintain punctuality.
- Collaboration: Work closely with the day-shift team to transfer unresolved tickets and ensure 24/7 coverage.
Qualifications
- Education: High school diploma or GED required; Associate’s degree in IT or related field preferred.
- Experience: Proven experience in customer support or technical helpdesk roles.
- Technical Skills: Proficiency with Windows, macOS, and common troubleshooting software.
- Availability: Must be available to work rotating night shifts (e.g., 10:00 PM – 6:00 AM or similar).
- Equipment: Reliable high-speed internet and a quiet, dedicated workspace at home.
- Soft Skills: Strong problem-solving abilities and a patient, empathetic communication style.