Job Description
Are you a tech-savvy problem solver looking for a role that fits your lifestyle?
Apex Digital Solutions is seeking a detail-oriented Technical Support Specialist to join our growing team in San Diego. In this role, you will be the first point of contact for our clients, providing expert technical assistance via phone, email, and chat. We offer a highly flexible hourly structure, allowing you to manage your workload while making a significant impact on client satisfaction.
As part of our premium service team, you will work in a dynamic environment that values innovation, continuous learning, and work-life balance. If you are looking for an hourly position that offers the freedom of flexible hours without sacrificing professional growth, this is the opportunity for you.
Responsibilities
- Provide Tier 2 Technical Support: Troubleshoot and resolve complex hardware, software, and network issues for clients with a focus on speed and accuracy.
- Customer Communication: Communicate technical concepts clearly to non-technical users via phone and email, ensuring a positive customer experience.
- Documentation: Maintain accurate, up-to-date records of all support tickets, resolutions, and client interactions within our CRM system.
- Remote Troubleshooting: Utilize remote access tools to diagnose and fix issues on client devices securely and efficiently.
- Knowledge Base Contribution: Contribute to the development of FAQs and knowledge base articles to help streamline future support processes.
- Escalation Management: Identify complex issues that require specialized attention and route them to the appropriate senior team members.
Qualifications
- Experience: Minimum of 2 years of experience in a technical support, helpdesk, or customer service role.
- Technical Skills: Proficiency in troubleshooting Windows and macOS operating systems, Microsoft Office Suite, and common network protocols.
- Communication: Exceptional verbal and written communication skills with the ability to explain technical details simply.
- Flexibility: Ability to work flexible hours, including evenings and weekends, as per business needs.
- Education: Associate’s degree in Computer Science, Information Technology, or equivalent work experience is preferred.
- Tools: Familiarity with remote support tools (e.g., TeamViewer, LogMeIn) and ticketing systems (e.g., Zendesk, JIRA) is a plus.