Support Jobs in Sullivan, IL

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Technical Support Representative - Night Shift

Metro Communications and Conxxus Sullivan, IL

Sullivan, IL

Today

$20 - $23/hr Full time Customer Support End User Support Help Desk Support

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Job Description

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

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