Job Description
Are you looking for a Full-Time position with the flexibility to earn significant extra income? Apex Digital Solutions is seeking a detail-oriented Senior Technical Support Specialist to join our elite support team in Chicago. This role offers a competitive base salary combined with generous overtime opportunities for weekend shifts.
In this position, you will be the first point of contact for our clients, ensuring their technical issues are resolved efficiently while maintaining high customer satisfaction scores. We value proactive problem solvers who want to advance their career in a dynamic environment.
Responsibilities
- Provide expert technical assistance to clients via phone, email, and live chat, prioritizing a 'first-contact resolution' approach.
- Manage and document all incoming support tickets within our CRM system with 100% accuracy.
- Work flexible weekend shifts (Friday-Sunday) with the opportunity to accrue premium overtime pay.
- Collaborate with cross-functional engineering and product teams to escalate complex bugs and suggest feature improvements.
- Maintain up-to-date knowledge of our software suite to provide accurate guidance and training to new users.
- Conduct quality assurance checks on support interactions to ensure compliance with company standards.
Qualifications
- High school diploma or equivalent; Associate’s degree in IT or related field preferred.
- Minimum of 2 years of professional experience in customer support or technical helpdesk roles.
- Must be available to work weekends as part of the full-time schedule.
- Strong written and verbal communication skills with a focus on empathy and professionalism.
- Proficient in using ticketing systems (e.g., Zendesk, Salesforce) and remote desktop tools.
- Ability to troubleshoot common hardware and software issues effectively under pressure.