Job Description
We are currently looking for a detail-oriented Night Shift Technical Support Specialist to join our elite support team in Philadelphia. This is a direct hire opportunity for a motivated professional who thrives in a fast-paced environment and enjoys providing top-tier service to our clients during off-hours.
As a key member of our support staff, you will be the first line of defense for technical troubleshooting, ensuring our systems remain operational and our customers remain satisfied. If you are ready for immediate employment with a competitive salary and comprehensive benefits, we want to hear from you.
Responsibilities
- Monitor Support Channels: Manage incoming tickets, emails, and phone calls during the night shift to ensure rapid response times.
- Troubleshooting: Diagnose and resolve technical hardware and software issues for internal and external clients efficiently.
- System Maintenance: Perform routine system checks, updates, and backups to maintain optimal performance and security.
- Documentation: Accurately log all support interactions, resolutions, and system changes in our CRM database.
- Collaboration: Coordinate with day-shift teams to escalate complex issues and ensure a seamless handover of duties.
- Customer Satisfaction: Adhere to service level agreements (SLAs) to ensure high customer satisfaction scores.
Qualifications
- Experience: Minimum 2 years of experience in technical support, help desk, or customer service.
- Availability: Must be available to work a rotating night shift schedule (e.g., 10:00 PM - 6:00 AM).
- Technical Skills: Proficiency with Windows/macOS, basic networking concepts, and remote support tools.
- Communication: Excellent verbal and written communication skills with the ability to explain complex concepts simply.
- Education: High school diploma or GED required; Associate’s degree in IT or related field preferred.
- Problem Solving: Strong analytical skills with the ability to troubleshoot issues under pressure.