Technical Support Representative - Night Shift

Join the onsite Technical Assistance Center (TAC) team in Sullivan, IL, supporting customers through technical troubleshooting, problem resolution, and communication across teams.

Responsibilities

• Handle technical requests through phone, email, tickets, and chat, delivering timely, accurate solutions
• Respond within customer satisfaction and response time targets
• Diagnose and resolve complex technical issues across products, systems, or services using structured problem-solving
• Use diagnostic tools and remote access software to identify and fix technical problems
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
• Support ongoing improvement of support workflows and processes
• Determine when an issue needs escalation to engineering teams or senior specialists
• Track and manage customer tickets through completion, including proper follow-up
• Record detailed notes on customer interactions and the technical steps taken to resolve issues

Requirements

• Degree in Computer Science or a related technical field, or equivalent experience
• 1+ years of experience in technical support, customer service, or a related role
• Strong analytical and problem-solving skills
• Basic understanding of relevant technologies
• Excellent written and verbal communication
• Ability to explain complex technical concepts to non-technical audiences
• Professional phone and email etiquette

Technologies

• Remote access software
• Diagnostic tools

Preferred Qualifications

• Industry certifications relevant to the company’s products or services
• Experience using remote diagnostic tools and software
• Prior customer-facing role experience in a technical environment
• Experience with data analysis and reporting tools

Essential Skills & Competencies

• Technical aptitude and ability to learn new technologies quickly
• Systematic troubleshooting approach
• Customer service orientation with patience and empathy
• Strong interpersonal skills for cross-functional collaboration
• Ability to stay calm under pressure and manage difficult situations
• Ability to work independently and prioritize multiple tasks

Schedule

• Full-time, in-office position, 40 hours per week with overtime opportunities
• Shift: Wednesday to Saturday, 7pm to 6am

Compensation & Benefits

• Pay: $20.00 - $23.00 per hour
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Location: Sullivan, IL (Onsite)

Reports To: TAC Manager

Employment Type: Full-time