Job Summary

Progressive Technology is seeking a detail-oriented and customer-focused Technical Support Representative (Non-Voice) to join our remote support team. This position involves assisting customers with technical issues via email, live chat, and online ticketing systems. The ideal candidate will possess strong analytical skills, excellent written communication, and the ability to troubleshoot software, hardware, or network-related problems efficiently.
This role is fully remote and primarily scheduled for weekend shifts, making it ideal for candidates seeking flexible work arrangements.

Key Responsibilities

• Provide prompt and accurate responses to customer inquiries through chat, email, and support tickets.

• Diagnose and resolve basic to moderate technical issues related to company products and services.

• Escalate complex issues to higher-level support teams when necessary, following proper documentation procedures.

• Maintain a positive, professional tone in all communications, ensuring customer satisfaction.

• Update and manage customer records in the internal CRM system.

• Collaborate with cross-functional teams (engineering, QA, product) to identify recurring issues and suggest process improvements.

• Meet defined performance metrics such as response time, resolution rate, and customer satisfaction score.

• Stay up-to-date on product features, technical updates, and troubleshooting protocols.

Required Skills and Qualifications

• Bachelors degree or equivalent education in Computer Science, Information Technology, or a related field preferred.

• Excellent written English and comprehension skills.

• Strong understanding of computer systems, operating systems (Windows/Mac), browsers, and internet technologies.

• Basic knowledge of networking concepts (IP, DNS, VPN, Wi-Fi troubleshooting).

• Ability to multitask, prioritize, and manage time effectively in a remote work setting.

• Calm under pressure, with excellent problem-solving and analytical skills.

• High attention to detail and accuracy in documentation.

Experience

• 0–2 years of experience in a technical support, helpdesk, or customer service role (non-voice preferred).

• Fresh graduates with excellent technical aptitude and writing skills are encouraged to apply.

• Prior remote work or weekend support experience will be an added advantage.

Working Hours

• Weekend Shift: Saturday and Sunday (8-hour shifts).

• Flexible weekday availability for optional extra hours.

• Candidates must have reliable internet access and a quiet workspace suitable for remote support operations.

Knowledge, Skills, and Abilities

• Strong written communication and interpersonal skills.

• Ability to quickly learn new software applications and troubleshooting techniques.

• Solid understanding of web-based tools, email systems, and CRM software.

• Self-motivated, dependable, and capable of working with minimal supervision.

• Commitment to maintaining customer confidentiality and data protection standards.

Benefits

• Competitive hourly pay with weekend shift allowance.

• Fully remote position with flexible scheduling options.

• Comprehensive training and mentorship from senior technical support specialists.

• Opportunity to grow into higher technical roles (Tier 2 Support, QA Analyst, or Product Specialist).

• Performance-based incentives and recognition programs.

• Work-life balance with remote flexibility.

Why Join Progressive Technology

At Progressive Technology, we believe in empowering our employees through continuous learning, collaboration, and innovation. Joining our support team means becoming part of a dynamic organization that values creativity, technical excellence, and customer satisfaction. You will work in a supportive, technology-driven environment where your skills will grow, and your contributions will make a tangible impact.

How to Apply

Interested candidates are invited to apply by sending their updated resume and a brief cover letter outlining their relevant skills and weekend availability to us.
Please mention Technical Support Representative (Weekend Shift) in the subject line.