Job Description
Are you a tech-savvy problem solver looking for a role that fits your weekend lifestyle? Austin TechConnect is seeking a dedicated Part-Time Weekend Technical Support Specialist to join our growing team. In this pivotal role, you will serve as the first point of contact for our clients, ensuring seamless operations and delivering exceptional customer satisfaction during our peak weekend hours.
We pride ourselves on a modern, collaborative work environment. You will work with cutting-edge tools and a supportive team that values your time and expertise. If you excel in a fast-paced setting and enjoy helping others solve complex problems, we want to meet you.
Responsibilities
- Troubleshoot and Resolve: Diagnose and resolve technical hardware and software issues for clients via phone, chat, and remote desktop access.
- Ticket Management: Log and manage customer support tickets in our CRM system (Zendesk) with high accuracy and a focus on efficiency.
- Client Communication: Provide clear, professional, and empathetic guidance to customers to resolve their inquiries effectively.
- Documentation: Maintain and update our internal knowledge base with solutions to common technical issues.
- System Monitoring: Perform routine checks on server status and network connectivity to ensure minimal downtime during business hours.
- Feedback Loop: Communicate recurring technical issues to the senior engineering team for resolution.
Qualifications
- Experience: 1-2 years of experience in technical support, IT help desk, or customer service is preferred.
- Technical Skills: Proficiency in Windows, macOS, and mobile operating systems; basic networking knowledge (TCP/IP, DNS) is a plus.
- Communication: Excellent verbal and written communication skills with the ability to explain complex concepts to non-technical users.
- Availability: Must be available to work Saturday and Sunday (Weekend Shift) from 10:00 AM to 6:00 PM.
- Tools: Familiarity with remote support tools (TeamViewer, AnyDesk) and ticketing systems is highly desirable.