Technical Support Specialist (Night Shift)

Role overview Deliver technical assistance to customers by diagnosing issues across hardware, software, and networking systems and helping drive them to resolution. This is a remote, overnight support role involving requests from multiple communication channels, detailed documentation, and ongoing learning in a fast-moving environment.

Responsibilities - Troubleshoot customer problems, investigate root causes, and recommend practical next steps. - Communicate clearly and professionally throughout support interactions. - Maintain accurate records of customer conversations, issues, and resolutions. - Support the upkeep and performance of customer systems while handling a high volume of concurrent requests. - Take ownership of issues through resolution and work toward daily and monthly service targets. - Use AI tools to summarize interactions and identify actions, improving outputs through clear prompts and iteration.

Requirements - Two or more years in customer service, ideally in technical support or a help desk. - Familiarity with PC and Mac operating systems and Microsoft Office. - Advanced written and spoken English. - Strong troubleshooting and analytical skills, attention to detail, and ability to handle several conversations or tasks at once. - A customer-focused, persistent, collaborative approach and interest in learning new technology. - Ability to work remotely from Ukraine on weekdays during shifts aligned with US business hours, within the stated 12:00–4:00 window.

Nice to have - Knowledge of computer hardware or networking. - Experience using AI assistants or automation in a work setting.

Benefits and work setup The role is remote in Ukraine and follows weekday US-aligned hours. Listed offerings include medical and dental coverage, insurance, paid leave and holidays, wellness support, and professional development opportunities.