Job Description
Night Shift Technical Support Specialist - Immediate Hire
Apex Data Systems is seeking a highly skilled and customer-focused Night Shift Technical Support Specialist to join our elite support team in San Francisco. We are hiring immediately and looking for individuals who thrive in a fast-paced environment and excel at problem-solving under pressure.
As part of our 24/7 operations, you will be the first point of contact for enterprise clients, ensuring minimal downtime and maximum satisfaction during off-peak hours.
Benefits & Perks
- Immediate Start: Onboard and begin working within 48 hours.
- Competitive Compensation: $26.00 - $34.00/hour based on experience.
- Shift Differential: Additional pay for night shift work.
- Modern Tech Stack: Work with the latest CRM and ticketing tools.
- Career Growth: Clear pathway to Senior and Lead roles.
Responsibilities
- Provide expert technical troubleshooting and support for hardware, software, and network connectivity issues via phone and remote desktop.
- Manage and prioritize a high volume of incoming support tickets in our CRM system with a focus on rapid resolution times.
- Document all customer interactions, solutions, and system changes accurately in the knowledge base.
- Collaborate with the day-shift engineering team to escalate complex issues and ensure continuity of service.
- Maintain strict adherence to Service Level Agreements (SLAs) regarding response and resolution times.
- Conduct routine system checks and proactive monitoring to identify potential outages before they impact clients.
Qualifications
- High school diploma or equivalent; Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Minimum of 2 years of experience in a Help Desk, Technical Support, or Customer Service role.
- Deep knowledge of TCP/IP, VPN configurations, Active Directory, and Microsoft Office Suite.
- Ability to work 8-hour shifts between 10:00 PM and 6:00 AM (or rotating schedules).
- Excellent written and verbal communication skills with a focus on empathy and clarity.
- Strong analytical problem-solving skills and the ability to remain calm under pressure.