Job Description
We are looking for a highly motivated Night Shift Technical Support Specialist to join our dynamic team in Kansas City. If you thrive in a fast-paced environment and enjoy helping others solve complex problems, this is the perfect opportunity for you. We offer immediate hiring for those ready to start a rewarding career with a competitive hourly rate.
In this role, you will be the first line of defense for our clients during off-hours, ensuring business continuity and high customer satisfaction. You will work independently while remaining connected to our central support hub to resolve technical issues efficiently.
Responsibilities
- Monitor Systems: Proactively monitor helpdesk systems and ticket queues to identify and resolve technical issues before they escalate.
- Client Assistance: Provide high-quality technical support to customers via phone, email, and live chat during the night shift.
- Ticket Management: Log, track, and categorize all support tickets accurately in the CRM system.
- Problem Resolution: Troubleshoot hardware and software issues, including network connectivity, printer errors, and application crashes.
- Documentation: Update technical documentation and knowledge base articles based on nightly resolutions.
- Escalation: Identify complex issues that require morning shift intervention and escalate them appropriately.
Qualifications
- Experience: Minimum of 1 year of experience in technical support, help desk, or customer service.
- Availability: Must be available to work night shifts (e.g., 10:00 PM - 6:00 AM).
- Education: High school diploma or GED required; Associate degree in IT or related field is a plus.
- Communication: Excellent verbal and written communication skills with the ability to explain complex concepts simply.
- Technical Skills: Proficiency in Windows OS, MS Office Suite, and basic networking concepts.
- Reliability: Proven track record of punctuality and attendance.