Job Description
Are you a dedicated professional seeking a unique work-life balance and a role that demands precision? ApexTech Solutions is currently seeking a Night Shift Customer Support Specialist to join our dynamic team in Sacramento, CA. In this pivotal role, you will be the bridge between our clients and our technical solutions, ensuring seamless operations during our peak hours.
At ApexTech, we value reliability, technical aptitude, and exceptional communication skills. We offer a competitive salary, comprehensive benefits, and a supportive environment where your contributions are recognized. If you thrive in a fast-paced setting and enjoy solving complex problems, we want to hear from you.
Why Join Us?
- Competitive hourly pay with overtime opportunities.
- Comprehensive medical, dental, and vision insurance.
- Generous paid time off and holiday pay.
- Access to cutting-edge training and career advancement pathways.
Responsibilities
- Manage High-Volume Inquiries: Handle a high volume of incoming tickets and chat requests via Zendesk and email with accuracy and speed.
- Troubleshoot Technical Issues: Diagnose and resolve customer technical problems related to software, hardware, and network connectivity.
- Maintain System Uptime: Monitor system performance and proactively identify potential issues to ensure 99.9% uptime for our clients.
- Document Solutions: Log detailed case notes and knowledge base articles to assist the day-shift team and improve future support efficiency.
- Client Communication: Provide clear, empathetic, and professional communication to clients regarding their account status and technical status.
- Collaborate Across Teams: Liaise with the engineering and product teams to escalate bugs and suggest feature improvements based on user feedback.
Qualifications
- Experience: Minimum of 1-2 years of experience in technical support, customer service, or help desk operations.
- Technical Proficiency: Strong understanding of computer systems, operating systems (Windows/Mac), and internet protocols.
- Communication Skills: Excellent written and verbal communication skills with the ability to simplify complex technical jargon.
- Night Shift Availability: Must be available to work nights (e.g., 10:00 PM - 6:00 AM) on a rotating schedule.
- Problem-Solving: Strong analytical skills with a proactive approach to troubleshooting.
- Education: High school diploma or GED required; Associate degree in IT or related field preferred.