Job Description
Are you a tech-savvy problem solver looking for a role that offers the perfect work-life balance? We are seeking a dedicated Senior Technical Support Specialist to join our elite team in San Francisco. In this pivotal role, you will provide top-tier technical assistance to clients, ensuring seamless operations during critical off-peak hours. We offer highly competitive benefits, including flexible weekend shifts, night differential pay, and a collaborative, cutting-edge environment. Join us and redefine your career with a company that values your expertise and lifestyle.
Responsibilities
- Provide advanced technical support and troubleshooting for hardware, software, and network issues.
- Manage and resolve complex customer inquiries via phone, email, and chat during night shifts.
- Maintain accurate and detailed documentation of all technical interactions and resolutions in the CRM system.
- Collaborate closely with the engineering and product teams to escalate and resolve persistent system bugs.
- Ensure 100% customer satisfaction by strictly adhering to service level agreements (SLAs) and quality standards.
- Conduct nightly system health checks, security audits, and performance optimizations.
- Mentor junior support staff and conduct nightly shift handovers.
Qualifications
- Minimum of 3-5 years of experience in technical support, help desk, or customer success.
- Strong understanding of operating systems (Windows, macOS, Linux) and network protocols.
- Excellent communication skills with the ability to explain complex technical concepts to non-technical users clearly.
- Reliable attendance and proven flexibility to work rotating shifts, including weekends and holidays.
- Associate or Bachelor’s degree in Computer Science, Information Technology, or related field.
- Ability to work independently and remain calm under pressure in a 24/7 operational environment.