Job Description
We are a premier provider of 24/7 technical support services, seeking highly motivated professionals to join our team for a Direct Hire position in New York City. If you are looking for a stable, high-paying night shift role with immediate benefits, this is the perfect opportunity for you.
Our organization is expanding rapidly, and we need tech-savvy individuals who thrive in a fast-paced environment to manage critical client inquiries during the night cycle. We pride ourselves on our state-of-the-art facilities and offer a comprehensive benefits package, including health insurance, paid time off, and a clear path for career advancement.
Responsibilities
- Provide advanced technical troubleshooting and support for enterprise-level clients via phone, chat, and email.
- Diagnose and resolve hardware and software issues efficiently to minimize downtime for our partners.
- Document all interactions and solutions in our ticketing system (Zendesk/ServiceNow) accurately and timely.
- Collaborate with the day shift team to ensure seamless knowledge transfer and issue resolution.
- Adhere to strict SLAs (Service Level Agreements) to maintain high customer satisfaction scores.
- Maintain a professional and calm demeanor while handling high-volume inquiries during peak night hours.
- Participate in weekly training sessions to stay updated on the latest technologies and protocols.
Qualifications
- Minimum of 1-2 years of experience in IT support, Help Desk, or Customer Service.
- Strong understanding of Windows operating systems, Office Suite, and common troubleshooting protocols.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work independently and maintain high productivity during night shifts without supervision.
- High school diploma or equivalent; Associate degree in IT or related field preferred.
- Reliable transportation required (shifts start late afternoon/early evening).
- Flexibility to work weekends and holidays as required by the business cycle.