Customer Support Specialist – Overnight Remote Help Desk for Digital Signage, A/V & Networking Solutions (Full‑Time, New Jersey Eligible)

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• Welcome to remotehirings – Your Partner in Cutting‑Edge Facility Services

At remotehirings, we are a licensed general contractor that serves as the single point of contact for multi‑site commercial clients across the United States and Canada. Our expertise spans facility maintenance, large‑scale remodeling, refresh programs, and construction projects for some of the most recognized brands in North America. By integrating the what, who, how, and why of each engagement, we deliver seamless, reliable, and high‑impact solutions that keep our clients’ operations running smoothly. As we continue to expand our digital infrastructure and support capabilities, we are looking for dynamic, detail‑oriented professionals to join our remote team and help us maintain the highest standards of service excellence. Position Overview – Why This Role Is Critical The Customer Support Specialist – Overnight Shift is the backbone of our field‑technician support ecosystem. Working remotely from the comfort of your own workspace, you will serve as the pivotal liaison between our on‑site technicians, customers, and internal teams. Your mission is to ensure that every project—whether it involves digital signage deployment, audio‑visual (A/V) system troubleshooting, or basic networking—reaches completion on time, meets quality standards, and exceeds customer expectations. This role is fully remote, open to candidates located in New Jersey (USA), and operates on a Monday‑to‑Friday overnight schedule (9 p.m. – 6 a.m.).

• Key Responsibilities – What You’ll Do Daily
• Remote Technical Assistance: Provide real‑time support to field technicians troubleshooting digital signage displays, A/V equipment, and fundamental networking issues.
• Documentation Interpretation: Analyze and decipher customer‑provided documentation, schematics, and specifications to guide technicians toward accurate resolution.
• Quality Assurance Review: Examine completed work—including photos, video evidence, and written reports—ensuring compliance with remotehirings standards before final client submission.
• Liaison & Communication: Serve as the primary communication bridge between customers and technicians, translating technical jargon into clear, actionable language.
• CRM Management: Accurately log all interactions, updates, and resolutions within Salesforce, Zendesk, and other remotehirings‑designated CRM platforms.
• Process Adaptation: Quickly master new tools, systems, and customer‑specific technologies as they are introduced.
• Multi‑Task Coordination: Simultaneously manage multiple service requests, prioritizing based on urgency, impact, and client expectations.
• Continuous Improvement: Identify recurring issues and propose enhancements to documentation, training materials, and workflow procedures.
• Essential Qualifications – What You Must Bring
• CRM Experience: Proven hands‑on experience with Salesforce, Zendesk, or comparable customer‑relationship management platforms.
• Technical Troubleshooting Ability: Strong background in diagnosing and resolving problems with digital signage, A/V hardware, and basic networking (e.g., LAN/Wi‑Fi configuration, IP addressing).
• Rapid Learning Aptitude: Demonstrated capacity to quickly absorb new software, hardware, and procedural knowledge.
• Multitasking Expertise: Ability to juggle multiple technician support streams without compromising accuracy or response time.
• Office Suite Proficiency: Advanced use of Microsoft Office (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
• Communication Excellence: Clear, concise, and professional written and verbal communication skills, with an emphasis on customer‑focused dialogue.
• Remote Work Discipline: Self‑motivated, reliable, and able to thrive in an independent, overnight work environment.
• Preferred Qualifications – Nice‑to‑Have Add‑Ons
• Previous experience supporting field technicians in a managed services or facilities‑management setting.
• Familiarity with ticketing systems beyond Zendesk (e.g., ServiceNow, Freshdesk).
• Basic scripting or automation knowledge (PowerShell, Bash) to streamline repetitive tasks.
• Certification in A/V technology (CTS, AVIXA) or networking (CompTIA Network+, Cisco CCENT).
• Exposure to project management methodologies such as Agile or Lean Six Sigma.
• Core Skills & Competencies – Success Factors
• Analytical Thinking: Ability to dissect complex technica