Job Description
We are currently seeking a highly motivated Weekend Technical Support Specialist to join our dynamic team in San Jose, CA. If you are looking for a position that starts this week and offers flexible weekend hours, this is the opportunity for you. We pride ourselves on delivering exceptional technical solutions and are looking for someone who can hit the ground running immediately.
As part of our elite support team, you will be the first line of defense for our clients, ensuring their technical queries are resolved efficiently and professionally. You will work closely with our engineering and product teams to escalate complex issues and contribute to a culture of continuous improvement.
Responsibilities
- Resolve Technical Inquiries: Diagnose and troubleshoot hardware and software issues for clients via phone, email, and live chat during weekend shifts.
- Manage Tickets: Log and prioritize all support tickets in our CRM system (Zendesk/Salesforce) with a focus on rapid response times and high-quality resolution.
- Client Communication: Maintain a professional, empathetic, and clear communication style with customers to ensure high satisfaction scores and retention.
- Documentation: Create detailed knowledge base articles and troubleshooting guides based on recurring issues encountered during the weekend.
- Collaboration: Coordinate with the on-site team on Monday mornings to ensure seamless handover of open cases and critical updates.
Qualifications
- Availability: Must be available to work weekends (Friday to Sunday) and possess the flexibility to start immediately this week.
- Experience: 1+ years of experience in technical support or customer service.
- Technical Skills: Strong understanding of Windows, macOS, and mobile OS troubleshooting.
- Communication: Excellent verbal and written communication skills in English.
- Tools: Familiarity with Helpdesk software (Zendesk, Freshdesk, or similar) is a significant advantage.