Job#: 3051485 Job Description: Tech Support Representative
Location: Peachtree Corners, Georgia (Hybrid)
Role Overview
We are seeking a Technical Support Representative to provide first-class technical support to customers. This is a customer-focused, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals. The role involves handling primarily call support (approximately 20 calls per day) and web cases (10-15 per day) in a fact-based, fast-paced environment that values troubleshooting and critical thinking over scripted responses.
Key Responsibilities
- Provide technical support for a range of over 30 hardware and software products, including cameras, fleet management systems, and TASER devices.
- Troubleshoot and resolve technical issues related to product knowledge, networking, software installation, and device performance via phone and email.
- Utilize a ticketing system, such as Salesforce, to manage and prioritize customer support cases.
- Build and maintain subject matter expertise on all products, solutions, and policies.
- Report bugs and trends to necessary stakeholders and provide suggestions for process improvement.
- Handle a variety of technical issues, from simple login problems to complex networking and API challenges.
- Maintain a high level of customer satisfaction as measured by CSAT scores and call monitoring.
Required Qualifications
Experience: A minimum of 3 years of technical support experience in a customer-facing role, supporting software, hardware, web-based solutions, or e-commerce platforms. Experience should be in IT support rather than a help desk environment, with a focus on product support.
Technical Skills:- Proficient with Windows operating systems, mobile devices, and cloud-based solutions.
- Strong analytical and troubleshooting skills with an ability to think outside the box.
- Experience with a ticketing system for prioritizing support requests.
- Proficiency with Microsoft Office.
Soft Skills:- Excellent verbal and written communication skills.
- Ability to articulate technical information to clients with varying levels of IT knowledge.
- A patient demeanor with the ability to handle disgruntled customers.
- Strong problem-solving skills, including asking probing questions to identify the root cause of an issue.
- Self-driven, with the ability to work independently and collaboratively within a team.
- Must be a quick learner who is adaptable to change.
Preferred Qualifications
Education: A Bachelor's Degree is preferred.
Additional Skills:- Experience in law enforcement technology or with hardware/software from a company like Apple's Genius Bar.
- Fluency in multiple languages is a plus.
Work Environment
This position requires working onsite four days a week at the Atlanta office, with Mondays remote. The role is part of a Tier 1 Technical Support team of approximately 25 representatives. A comprehensive 4-6 week training program, including shadowing and reverse-shadowing, is provided. Candidates must be able to pass a Criminal Justice Information Services (CJIS) background check and maintain the ability to handle confidential and highly sensitive information.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth 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 ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth 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. Everforth 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, Everforth 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. Everforth 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 Everforth Apex team member can provide.
Everforth 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. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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