Tech Support Representative

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 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 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 safety 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

• Education: A Bachelor’s Degree is preferred or equivalent work experience.

• Experience: A minimum of 1 year 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, cloud-based solutions, and Microsoft Office. Strong analytical and troubleshooting skills with an ability to think outside the box are required.

• Preferred Qualifications

• Experience in public safety technology or with hardware/software troubleshooting from a retail technical support environment.

• Fluency in multiple languages is a plus.

• Work Environment

• This position requires working onsite four days a week at the office location, 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 background check and maintain the ability to handle confidential and highly sensitive information.

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.

• UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.