Job Description
Are you a problem-solver looking to make an impact in the heart of Silicon Valley? Innovatech Solutions is looking for a Senior Technical Support Specialist to join our high-growth team. In this role, you will be the first line of defense for our enterprise clients, ensuring seamless operations and maintaining our reputation for excellence.
We offer a competitive benefits package, including comprehensive health coverage, 401(k) matching, and flexible PTO. This position is full-time and specifically requires evening availability (4:00 PM - 12:00 AM PST) to provide critical support during peak business hours.
Responsibilities
- Manage Complex Tickets: Diagnose and resolve complex technical issues for enterprise clients with minimal supervision.
- Client Communication: Provide clear, empathetic, and timely updates to clients via phone and email during evening shifts.
- System Monitoring: Monitor system health and performance metrics to proactively identify and mitigate potential outages.
- Documentation: Maintain accurate and detailed logs of all troubleshooting steps, resolutions, and technical documentation.
- Knowledge Sharing: Collaborate with the development team to escalate bugs and suggest product improvements.
- Onboarding: Assist in the onboarding process for new team members regarding evening shift protocols.
Qualifications
- Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.
- Experience: 3+ years of experience in technical support, help desk, or customer service roles.
- Technical Skills: Proficiency with Windows/Linux, networking concepts, and remote desktop tools (TeamViewer, LogMeIn).
- Availability: Must be willing and able to work evening shifts (4:00 PM - 12:00 AM PST).
- Soft Skills: Exceptional communication skills and a customer-first mindset.
- Language: Fluency in English is required; proficiency in a second language is a plus.