Job Description
Join the Apex Night Owl Team
Are you a night owl ready to launch your career in the tech industry? Apex Innovations is currently seeking a dynamic Technical Support Intern to join our high-performing support team. This is a unique opportunity to gain hands-on experience in a fast-paced environment, supporting clients across the United States, specifically serving our hubs in Washington DC and California.
As an Intern, you will be the bridge between our technical team and our clients during the crucial evening hours. You will troubleshoot issues, manage incoming tickets, and ensure our clients have a seamless experience, regardless of the time of day.
What You Will Do
We are looking for someone who is proactive, detail-oriented, and thrives in a shift-based environment.
Responsibilities
- Support Operations: Monitor and respond to incoming support tickets via email and chat during night shift hours (e.g., 10:00 PM - 6:00 AM).
- Troubleshooting: Diagnose and resolve technical hardware and software issues for clients with a focus on accuracy and speed.
- Documentation: Maintain detailed records of customer interactions and technical resolutions in our CRM system.
- Team Collaboration: Communicate complex technical issues to the day-shift engineering team and provide updates to stakeholders.
- Process Improvement: Identify recurring night-shift bottlenecks and suggest workflow optimizations to improve efficiency.
- Client Education: Educate clients on best practices and system features to reduce future support tickets.
Qualifications
- Education: Currently enrolled in a Bachelor’s degree program in Computer Science, Information Technology, Communications, or a related field.
- Schedule: Must be available to work rotating night shifts (specifically evening hours).
- Skills: Strong understanding of Windows, Mac OS, and basic networking concepts.
- Communication: Exceptional written and verbal communication skills with a professional, customer-first attitude.
- Availability: Ability to start between Summer 2024 or Fall 2024 semester.
- Problem Solving: Ability to think critically and troubleshoot problems independently when supervisory support is limited.
- Location: Must reside in or be willing to commute to the Washington DC area (Remote support for California roles considered).