Remote Support Analyst - Flexible Night and Weekend Shifts

Job Summary

Progressive Technology is seeking a dedicated and customer-focused Remote Support Analyst to join our growing support team. This work‑from‑home opportunity is ideal for individuals who enjoy solving technical problems, assisting customers, and delivering exceptional service in a fast‑paced virtual environment. The successful candidate will provide timely technical assistance, troubleshoot customer issues, and ensure a positive support experience while working flexible night and weekend schedules.

As a Remote Support Analyst, you will collaborate with internal teams and customers through various communication channels, including phone, email, chat, and remote support tools. You will play a key role in maintaining customer satisfaction by resolving technical concerns efficiently and professionally.

Key Responsibilities

• Respond promptly to customer inquiries through phone, email, live chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve technical issues related to software, hardware, and online services.
• Document customer interactions, troubleshooting steps, and resolutions accurately.
• Escalate complex technical issues to higher‑level support teams when necessary.
• Monitor support tickets to ensure timely follow‑up and resolution.
• Assist customers with account setup, password resets, software installations, and system navigation.
• Maintain a high level of professionalism and empathy during every customer interaction.
• Collaborate with technical teams to identify recurring issues and recommend process improvements.
• Stay current with company products, services, and support procedures.
• Meet established service level agreements (SLAs), response times, and performance metrics.
• Participate in virtual team meetings, training sessions, and ongoing professional development.

Required Skills and Qualifications

• High school diploma or equivalent required; additional technical certifications are an advantage.
• Excellent written and verbal communication skills.
• Strong customer service orientation with a positive attitude.
• Ability to troubleshoot technical issues using logical problem‑solving techniques.
• Comfortable using computers, multiple software applications, and remote support tools.
• Strong organizational and time management skills.
• Ability to work independently with minimal supervision.
• Reliable high‑speed internet connection and a dedicated home workspace.
• Strong attention to detail and commitment to delivering quality service.
• Ability to multitask and prioritize work in a fast‑paced remote environment.

Experience

• Previous experience in technical support, help desk, customer service, IT support, or call center environments is preferred but not mandatory.
• Entry‑level candidates with strong technical aptitude and excellent communication skills are encouraged to apply.
• Experience supporting customers remotely through chat, email, or phone is considered an asset.
• Familiarity with ticket management systems and remote desktop applications is beneficial.

Working Hours

• Flexible night and weekend shifts available.
• Full‑time and part‑time schedules may be offered based on business requirements.
• Opportunities for additional hours during peak business periods.
• Overtime opportunities may be available where applicable.
• Remote work allows employees to perform their duties from home while maintaining scheduled availability.

Knowledge, Skills and Abilities

• Knowledge of common operating systems and productivity software.
• Ability to quickly learn new technologies and support platforms.
• Strong analytical thinking and troubleshooting capabilities.
• Excellent interpersonal and communication skills.
• Ability to remain calm and professional under pressure.
• Strong documentation and record‑keeping skills.
• Ability to maintain confidentiality of customer information.
• Commitment to continuous learning and professional development.
• Team‑oriented mindset with the ability to work effectively in a virtual environment.
• Dependable, adaptable, and motivated to deliver outstanding customer experiences.

Benefits

• Competitive compensation package.
• Flexible remote work environment.
• Night and weekend scheduling flexibility.
• Paid training and onboarding.
• Career advancement and internal promotion opportunities.
• Professional development and ongoing learning resources.
• Performance recognition programs.
• Paid time off and holiday benefits where applicable.
• Employee assistance and wellness programs.
• Supportive and collaborative remote team culture.

Progressive Technology is committed to creating an inclusive workplace and is proud to be an equal opportunity employer. We welcome applications from individuals of diverse backgrounds and are dedicated to providing a fair and accessible recruitment process for all candidates.