Customer Support Engineering Specialist

Job#: 3023280

Job Description:

Job Title: Customer Support Engineering Specialist

Location: Remote

Type: 6+ month Contract

Rate: Up to $30/hr

Shift Requirements

There are two shift time options. Candidates must be available to work either shift time on either day schedule.

Shift Times (GMT, no DST changes):

• 2:00 PM to 10:00 PM GMT
• 10:00 PM to 6:00 AM GMT

Shift Day Schedules:

• Sunday through Thursday
• Tuesday through Saturday

Shift assignments usually rotate every three to six weeks, although changes may occur with shorter notice.

This role supports a 24x7 environment and may require overtime, on-call work, weekends, and holidays.

Job Overview

The Customer Support Engineering Specialist is responsible for resolving product, configuration, and application issues for Digital Solutions products. This role supports customers experiencing workflow, clinical, or technical issues, and requires strong communication skills, adherence to established processes, and contribution to documentation and continuous improvement.

Essential Responsibilities

• Respond to customer requests through phone, portal, and email.
• Research and troubleshoot issues related to user interface, network connectivity, performance, cloud and on-premise interoperability, data collection and visualization, analytics, machine monitoring software, control systems, and hardware infrastructure.
• Identify product problems and escalate to engineering or Cloud teams as needed.
• Follow Knowledge Centered Support (KCS) processes and create knowledge base content.
• Use troubleshooting techniques and programming skills to resolve issues within expected turnaround times.
• Follow departmental standards and procedures.
• Serve as a technical resource to team members and customers.
• Independently analyze and resolve most software issues with minimal supervision.
• Maintain deep knowledge in at least one major product while supporting additional products as required.
• Contribute to user and technical documentation when needed.
• Identify and report quality or compliance concerns.
• Participate in continuous improvement activities.
• Provide occasional onsite support if required.

Basic Qualifications

• Bachelor's Degree
• OR
• Associate Degree and one year of progressive technical service experience
• OR
• High School Diploma or GED and four years of progressive technical service experience in software, hardware, networks, databases, or desktop support
• Computer skills, including experience with programming and database applications

Desired Characteristics

• Ability to work independently with minimal direction
• Strong communication skills
• Experience collaborating with cross-functional teams

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 uses a virtual recruiter as part of the application process. Click for more details.

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.