Job Description
Join TechConnect Solutions as a Weekend Remote Customer Support Specialist and become the digital hero for our clients! This role offers the perfect blend of flexibility and impact, allowing you to deliver exceptional support while enjoying Albuquerque's vibrant culture. As a key member of our elite remote team, you'll troubleshoot technical issues with precision and empathy, ensuring seamless user experiences. We provide comprehensive training, cutting-edge tools, and a collaborative virtual environment designed for growth. If you thrive in fast-paced settings and value work-life balance, this weekend shift opportunity is your gateway to professional fulfillment.
Responsibilities
- Resolve complex technical issues via phone, email, and chat with 95% customer satisfaction rate
- Document troubleshooting steps and knowledge base contributions using Salesforce
- Collaborate with Tier 2 engineers to escalate unresolved issues efficiently
- Monitor support ticket queues during weekend shifts (Sat-Sun 8am-6pm MST)
- Conduct proactive outreach to at-risk accounts for retention strategies
- Maintain 99.8% uptime for assigned client systems
- Participate in bi-weekly virtual team syncs for process improvements
Qualifications
- 2+ years in customer support or technical troubleshooting experience
- Proficiency with Zendesk, JIRA, and remote collaboration tools (Zoom/Slack)
- CompTIA A+ or Google IT Support Professional certification preferred
- Exceptional written and verbal communication skills in English/Spanish
- Ability to work independently during weekend shifts with minimal supervision
- Strong problem-solving abilities with analytical mindset
- High-speed home internet connection (minimum 50 Mbps)
- Valid US work authorization and New Mexico residency