Job Description
We are seeking a dedicated and detail-oriented Night Shift Technical Support Specialist to join our elite client support team. This is a direct-hire opportunity for individuals seeking stability, competitive pay, and a flexible schedule in the Phoenix, AZ, and North Carolina regions.
In this role, you will serve as the first line of defense for our enterprise clients, resolving complex technical issues with empathy and precision. If you thrive in a fast-paced environment and enjoy helping others overcome technical challenges, we want to hear from you.
Why Join Us?
- Direct Hire: Long-term career stability with a competitive benefits package.
- Night Shift Advantage: Enjoy your days off during peak traffic hours.
- Modern Technology: Work with cutting-edge tools and systems.
- Remote Hybrid Options: Flexible work arrangements available for eligible candidates.
Responsibilities
- Troubleshoot and Resolve: Diagnose and resolve complex hardware, software, and network issues for enterprise clients via phone and remote desktop tools.
- Ticket Management: Log, track, and manage customer tickets efficiently within the CRM system, ensuring a high First Contact Resolution (FCR) rate.
- Client Communication: Provide clear, professional, and empathetic communication to customers, ensuring they feel heard and supported during outages.
- Documentation: Maintain accurate records of incidents, resolutions, and preventative measures to improve future service delivery.
- System Monitoring: Proactively monitor system alerts and perform routine checks to identify potential issues before they impact the client.
- Collaboration: Work closely with the engineering and development teams to escalate complex bugs or feature requests.
Qualifications
- Availability: Must be willing and able to work night shifts (e.g., 10:00 PM - 6:00 AM or similar rotating shifts).
- Experience: Minimum of 1-2 years of experience in technical support, IT helpdesk, or customer service.
- Education: High school diploma or GED required; Associate’s degree in Computer Science or related field is a plus.
- Technical Skills: Proficiency in Windows and Mac OS environments, troubleshooting printers, Wi-Fi connectivity, and basic network troubleshooting.
- Communication: Excellent verbal and written communication skills with a focus on customer satisfaction.
- Tools: Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) is highly preferred.