Technical Support Representative - Night Shift

Metro Communications and Conxxus; Sullivan (IL); On-site; USD 52,000 - 66,000; Full time

Job summary

Metro Communications and Conxxus in Sullivan, IL is seeking a Technical Support Representative - Night Shift to serve as the primary technical liaison for customers, delivering solutions for product and service inquiries. This full-time, on-site role involves troubleshooting complex issues and coordinating with engineering teams to resolve problems.

The TAC Analyst will respond to inquiries via phone, email, tickets and chat, maintain high satisfaction, and document solutions while prioritizing

Qualifications

• Degree in Computer Science or related field, or equivalent experience.
• 1+ years of experience in technical support, customer service, or related field.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Respond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problems
• Maintain high customer satisfaction scores and response time standards
• Diagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approaches
• Utilize diagnostic tools and remote access software to identify and fix technical problems
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
• Contribute to continuous improvement of support processes
• Identify when issues require escalation to engineering teams or senior specialists
• Track and manage customer service tickets through completion, ensuring proper follow-up
• Maintain detailed notes of customer interactions and technical solutions

Skills

Analytical thinking

Problem-solving

Written and verbal communication

Technical aptitude

Education

BS in Computer Science

1+ years in related field

Job description

Position: Technical Support Representative - Night Shift

Location: Sullivan, IL

Job Id:211

# of Openings:1

Position: TAC Analyst
Location: Sullivan, IL (Onsite)
Reports To: TAC Manager

Employment Type: Full-time

Job Summary

The TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service-related inquiries and technical challenges.

Key Responsibilities

• Respond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problems
• Maintain high customer satisfaction scores and response time standards
• Diagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approaches
• Utilize diagnostic tools and remote access software to identify and fix technical problems
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
• Contribute to continuous improvement of support processes
• Identify when issues require escalation to engineering teams or senior specialists
• Track and manage customer service tickets through completion, ensuring proper follow-up
• Maintain detailed notes of customer interactions and technical solutions

Education & Experience

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

Preferred Qualifications

• Industry certifications relevant to the company's products/services
• Experience with remote diagnostic tools and software
• Previous customer-facing role experience in a technical environment
• Experience with data analysis and reporting tools
• Technical aptitude and ability to learn new technologies quickly
• Systematic approach to problem-solving and troubleshooting
• Customer service orientation with patience and empathy
• Strong interpersonal skills for cross-functional collaboration
• Ability to remain calm under pressure and handle difficult situations
• Ability to work independently and prioritize multiple tasks

Schedule

• Full-time, in office position, 40 hours per week with overtime opportunities