Job Description
Join the Apex Elite Team
Are you a problem solver with a knack for technology? Apex Digital Solutions is looking for a Senior Technical Support Specialist to join our dynamic team in Los Angeles. We specialize in delivering top-tier SaaS solutions to Fortune 500 companies, and we need your expertise to keep our clients happy 24/7.
This is a unique opportunity for a high-energy professional who thrives in a fast-paced environment. You will be the first line of defense for our premium clients, ensuring seamless operations during our high-traffic evening and weekend shifts.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Flexible schedule designed for work-life balance.
- Professional development and certification reimbursement.
- State-of-the-art remote work equipment provided.
Ready to make an impact? Apply today and become part of the future of tech support.
Responsibilities
- Provide advanced technical troubleshooting and support for complex software and hardware issues via phone, email, and live chat.
- Manage high-volume ticket queues during evening and weekend shifts, ensuring rapid response times and high customer satisfaction scores.
- Analyze recurring technical issues and collaborate with the engineering team to provide feedback for product improvements.
- Mentor junior support agents and conduct training sessions on new software updates and troubleshooting techniques.
- Document all interactions and solutions in our CRM system (Zendesk/ServiceNow) to maintain accurate knowledge bases.
- Escalate critical incidents to Tier 2 teams while keeping clients informed of resolution progress.
Qualifications
- 3+ years of experience in technical support, IT help desk, or customer service.
- Experience working in evening or weekend shifts is highly preferred.
- Strong proficiency with operating systems (Windows, macOS) and office software.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Associate degree in Computer Science, Information Technology, or a related field (Bachelor's degree preferred).
- Ability to work independently with minimal supervision in a remote or hybrid setting.