Job Description
Are you a dedicated problem-solver seeking a premium opportunity in the heart of Seattle? Nexus Global Services is currently hiring a Night Shift Technical Support Specialist to join our elite client relations team. In this role, you will be the bridge between our premium clients and our technical infrastructure, ensuring seamless service delivery during the critical overnight hours. We value autonomy, technical excellence, and a work-life balance that fits your lifestyle.
Why This Role is Right for You:
- Impactful Work: Troubleshoot complex issues for enterprise clients, directly improving their user experience.
- Modern Environment: Work from a state-of-the-art facility in the South Lake Union district.
- Benefits Package: Comprehensive medical, dental, vision, and 401(k) matching.
Don't miss this chance to advance your career in a stable, high-growth industry.
Responsibilities
- Provide Tier 2 technical support via phone, chat, and email to customers during the 10:00 PM – 6:00 AM shift.
- Diagnose and resolve hardware and software connectivity issues with precision and empathy.
- Document all client interactions and resolutions in the CRM database accurately and promptly.
- Escalate complex technical tickets to senior engineers while keeping the client informed.
- Maintain a deep understanding of our product suite to provide accurate troubleshooting steps.
- Participate in overnight team huddles to align on key performance indicators and workflow improvements.
Qualifications
- Minimum of 3 years of experience in technical support, IT helpdesk, or customer service.
- Must be available to work exclusively on the night shift schedule.
- Strong knowledge of Windows/macOS operating systems and network troubleshooting.
- Excellent written and verbal communication skills with a focus on professionalism.
- Ability to work independently with minimal supervision during quiet periods.
- Associate degree in IT, Computer Science, or related field preferred.