Technical Support Specialist (Night Shift)

Role overview

This is a remote technical support position based in Ukraine, with shifts aligned to US business hours (between 12:00 pm and 4:00 am, Monday through Friday). The specialist sits on the front line of customer support, troubleshooting hardware, software, and networking issues while using modern AI tools to work more effectively. The role suits someone who enjoys problem-solving, customer interaction, and continuous learning in a fast-paced environment.

Responsibilities

- Diagnose and resolve customer issues across hardware, software, and networking systems, identifying root causes quickly - Communicate clearly and professionally to keep every interaction positive and productive - Document customer interactions, issues, and resolutions with accuracy and consistency - Manage multiple requests simultaneously in a high-volume, fast-paced environment - Take full ownership of customer issues, following through to resolution while meeting daily and monthly performance metrics - Use AI tools such as ChatGPT or Copilot to summarize interactions, identify action items, and improve response quality - Build ongoing technical knowledge of products, systems, and troubleshooting processes

Requirements

- 2+ years of customer service experience, preferably in technical support or a help desk setting - Working knowledge of PC and Mac operating systems and Microsoft Office applications - Hardware and/or networking knowledge preferred - Advanced spoken and written English fluency - Ability to work remotely in Ukraine with shifts aligned to US business hours (12:00 pm–4:00 am, Monday–Friday) - Comfort working in fast-paced environments with evolving tools and processes

Nice to have

- Curiosity and enthusiasm for learning new technologies - Prior exposure to AI and automation tools in a professional environment

Benefits and work setup

- Comprehensive medical coverage with individual limit on exclusions and dental care - Life, disability, traumatic injury, and critical illness insurance - Paid time off, paid sick leave, paid parental leave, and paid holidays - Employee Assistance Program and wellness initiatives - Access to ongoing learning and development opportunities - Fully remote arrangement