Job Description
Are you a dedicated problem solver looking for a rewarding career with a leading tech company?
Apex Digital Solutions is seeking a highly motivated Weekend Technical Support Specialist to join our elite operations team in New York. In this role, you will be the frontline hero for our clients, ensuring seamless technical operations during critical weekend hours. We offer a competitive full-time package, comprehensive benefits, and a dynamic work environment that values work-life balance.
Why Join Us?
- Competitive Salary: $65,000 - $85,000 annually.
- Full-Time Stability with Weekend Flexibility.
- Comprehensive Health, Dental, and Vision Insurance.
- Paid Training and Professional Development Opportunities.
We are looking for individuals who thrive in fast-paced environments and possess a passion for technology and customer service.
Responsibilities
- Resolve Technical Issues: Provide expert technical support and troubleshooting for hardware, software, and network issues via phone, email, and remote access.
- Customer Communication: Maintain professional, empathetic, and clear communication with clients to ensure high satisfaction scores during weekend shifts.
- Incident Management: Log, track, and manage support tickets using our CRM systems (Zendesk/Salesforce) to ensure all issues are resolved within SLA guidelines.
- System Monitoring: Perform routine system checks and maintenance tasks to ensure 99.9% uptime during non-business hours.
- Documentation: Update technical knowledge bases and create documentation for common troubleshooting scenarios.
- Collaboration: Liaise with the on-site engineering team during the transition of shifts to ensure a seamless handover of critical issues.
Qualifications
- Experience: Minimum 2-3 years of experience in technical support, IT help desk, or customer service.
- Availability: Must be available to work full-time hours, specifically on Saturdays and Sundays.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Technical Skills: Proficiency in Windows and Mac OS environments, basic networking concepts (TCP/IP, DNS), and remote desktop tools.
- Communication: Exceptional written and verbal communication skills with the ability to explain complex technical concepts to non-technical users.
- Problem Solving: Strong analytical thinking and the ability to work independently with minimal supervision.