Technical Support Analyst I
Apex Order Pickup Solutions is looking for a client focused Technical Support Analyst to join their team at the global headquarters in Mason, Ohio. This role involves providing top-notch hardware and software support, resolving technical issues, and ensuring customer satisfaction through effective communication and problem-solving skills.
Responsibilities
- Provide remote support for incoming customer and support partner requests via telephone and email in accordance with established processes, including documentation of customer interactions, technical troubleshooting, and resolution within CRM (Customer Relationship Management) tool
- Provide remote support for new equipment installations
- Contribute to knowledge base of issues & resolutions as well as process documentation and improvement efforts
- Continually develop knowledge of Apex products and processes through cross-training, shadowing, and by utilizing skill and development enhancement platforms
- Joining an on-call rotation with a minimum of 12 weeks in a year dedicated to emergency triage after business hours
- Demonstrate confidence and professionalism when representing Apex in any interaction, whether it is internal with colleagues and stakeholders or external with customers
Skills
- Strong customer service, verbal, and written communication skills
- Basic understanding of TCP/IP networking and the ability to troubleshoot connections
- Experience in Microsoft Office applications
- Ability to learn and explain technical equipment to customers
- Willingness to learn and work in a hands-on environment
- Driven by individual results while working as a team
- Bachelor's degree in a technical or business management program, or relevant work experience to provide an analytical and creative approach to troubleshooting hardware and software
- Familiar with Help Desk and CRM (Customer Relationship Management) software is a plus but not required
Benefits
- Full benefits package including health insurance, life, dental & vision.
- Volunteer - paid off.
- FSA, HSA & supplemental insurance offering
- 401(k) plan with a company match.
Company Overview
Company H1B Sponsorship