Remote Technical Support Agent – Evening Shift

Job Summary

We are seeking a skilled and customer-focused Remote Technical Support Agent to join our global team. This evening shift, work-from-home role involves providing timely technical assistance to customers across various regions.

You will handle software and hardware inquiries, troubleshoot issues, guide users through technical solutions, and ensure exceptional customer satisfaction.

Key Responsibilities

  • Provide first-line technical support to customers via chat, email, and remote access tools.
  • Diagnose and troubleshoot software, hardware, and connectivity issues.
  • Guide customers through step-by-step solutions or elevate complex cases to higher-level support.
  • Document technical issues, solutions, and feedback in internal systems.
  • Ensure timely follow-up on open tickets and maintain a high customer satisfaction rating.
  • Collaborate with cross-functional teams to resolve recurring technical challenges.
  • Stay updated on new product features, updates, and best practices to provide effective assistance.

Required Skills and Qualifications

  • Proven experience in IT support, technical assistance, or help desk roles.
  • Strong knowledge of Windows/Mac operating systems, common software applications, and network troubleshooting.
  • Excellent verbal and written communication skills in English (additional languages are a plus).
  • Ability to multitask, manage priorities, and work independently in a remote setup.
  • Basic understanding of remote access tools and ticketing systems.

Experience

  • Minimum: 1 year of technical support, helpdesk, or IT-related experience.
  • Preferred: Experience in a remote support environment or international customer support.

Working Hours

  • Evening shift (Flexible hours to accommodate global time zones).
  • Typically 5 days per week, including occasional weekend coverage if required.
  • Work-from-home with a stable internet connection and professional setup.

Knowledge, Skills, and Abilities

  • Strong analytical and problem-solving abilities.
  • Patience and empathy when assisting customers with technical concerns.
  • Ability to follow processes and troubleshoot under minimal supervision.
  • Familiarity with basic cybersecurity practices for remote support.
Back to blog