Job Description
We are currently urgently hiring a dedicated Night Shift Remote Support Specialist to join our growing team in Memphis, TN. If you are looking for a flexible work-from-home opportunity and are available to work late-night shifts, this is your chance to advance your career with a top-tier tech company.
As a Night Shift Remote Support Specialist, you will be the first line of defense for our clients, ensuring that critical issues are resolved while our day teams rest. You will work in a fast-paced environment where your technical skills and customer service attitude will directly impact our company's reputation.
Responsibilities
- Provide 24/7 Technical Support: Assist clients with hardware, software, and network issues via chat, email, and phone during night hours.
- Manage Tickets: Efficiently triage, prioritize, and resolve incoming support tickets within established Service Level Agreements (SLAs).
- System Monitoring: Proactively monitor system performance and alert the team to potential outages or security threats.
- Documentation: Maintain accurate, up-to-date records of all technical interactions and resolutions in the CRM system.
- Collaboration: Communicate effectively with day-shift management and engineering teams to ensure seamless operational continuity.
- Customer Satisfaction: Ensure every client interaction results in a positive experience and a resolution to their problem.
Qualifications
- Availability: Must be available to work rotating night shifts (e.g., 10:00 PM - 6:00 AM or 11:00 PM - 7:00 AM).
- Experience: Minimum of 1-2 years of experience in technical support, helpdesk, or customer service.
- Education: High school diploma or GED required; Associate degree or Bachelor's degree in IT or related field is a plus.
- Skills: Strong knowledge of Windows, macOS, and troubleshooting hardware peripherals.
- Communication: Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical users.
- Reliability: Must have a stable, high-speed internet connection and a quiet home office environment.