Job Description
Are you a night owl looking for a career that offers the perfect work-life balance? Apex Digital Solutions is seeking a highly skilled Technical Support Specialist to join our elite team in Colorado Springs. We pride ourselves on delivering exceptional service 24/7 and are looking for dedicated individuals who thrive in flexible, high-volume environments.
As a key member of our support team, you will be the bridge between our clients and our cutting-edge technology. We offer competitive compensation, comprehensive benefits, and a culture that values flexibility and professional growth. If you are ready to take your career to the next level while enjoying the freedom of a non-traditional schedule, we want to hear from you.
Responsibilities
- Provide Technical Assistance: Resolve complex technical issues and inquiries via phone, email, and chat for our diverse client base.
- Manage Night & Weekend Shifts: Effectively handle support tickets during evening hours and weekends, ensuring zero downtime for clients.
- Documentation: Maintain accurate and up-to-date records of all interactions, solutions provided, and customer feedback in our CRM system.
- Escalation Management: Identify complex issues that require escalation to senior engineers and facilitate a smooth handoff process.
- Training & Mentorship: Participate in ongoing training sessions to stay current with industry trends and internal product updates.
- Customer Satisfaction: Go above and beyond to ensure every customer interaction ends with a positive outcome.
Qualifications
- Education: High school diploma or GED required; Associate’s degree in IT or related field preferred.
- Experience: 1-3 years of experience in technical support, customer service, or a related IT role.
- Schedule Availability: Must be available to work flexible night shifts and weekends.
- Technical Skills: Proficient in Windows and Mac operating systems; basic knowledge of networking and hardware troubleshooting is a plus.
- Communication: Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Tools: Familiarity with helpdesk software (e.g., Zendesk, JIRA, or ServiceNow) is highly desirable.