Apex Systems

Job#: 2076819

Job Description:

Technical Support Representative - Job Description

Your Impact

The Technical Support Representative provides first class technical support to customers through multiple communication channels which may include email and phones. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals.

What You’ll Do

Location: Onsite 4 days a week in Atlanta, GA office

• Troubleshoot and resolve technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other related questions.
• Build and maintain subject matter expertise of all products, solutions, and policies.
• Assist customers
• Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to their manager.

What You Bring

• Bachelor’s Degree preferred or equivalent work experience
• 3+ years technical support experience in supporting software, hardware, web-based solutions, or e-commerce platforms
• Excellent verbal and written communication skills (fluency in multiple languages a plus).
• Passion for helping people and solving problems
• Proficient with Windows operating systems, mobile devices and cloud-based solutions.
• Strong analytical/troubleshooting skills
• Proficiency with Microsoft Office
• Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
• Self-driven, ability to work independently and actively seeks out team needs and solution
• Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information.

The Position

• Monday - Friday, time varies depending on the region and needs of the team.
• What the person will be accountable for
• Provide technical support for law enforcement customers
• Email/phone support
• In market products - cameras, fleet, tasers
• Front line for technical support
• Tech skills plus customer service
• Hardware and Software
• Working with salesforce - any type of ticketing system
• Easy Tech issue
• Hard tech issue - Fleet, networking challenges/API

What success looks like for the role and within the team

Metrics - CSAT scores, call monitoring scores, speed to respond (first touch emails and email follow up)

Self sufficient to handle customer calls

Training - 4-6 week training program; includes shadowing and reverse-shadowing.

What other teams they partner with

Customer success managers

Customer Service team - 9 people

Technical Support Team - 22-25 TSR’s on the team now

Product

RMAs

The Candidate

• Explicitly state the required experiences; challenges they should have overcome, the types of systems or problems they have been exposed to, etc.
• Been customer facing in tech (IT) or tech products
• Looking for IT Support vs. help desk
• Prioritization within a ticketing system

Soft skills / personality traits required to be successful in the this role.

Problem solver, asks probing questions to get to root cause

Patient/able to handle disgruntled customers

High collaboration

Quick learner

Adaptable to change

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.