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Tier 1 Technical Support

Employer
Apex Systems
Location
Wisconsin
Salary
Competitive

View more

Industry
General
Role
Other
Job Type
Long-Term
Hours
Full Time

Seeking multiple Tier 1 Support Representatives for a contract to hire opportunity at one of our client's in Milwaukee, Wisconsin. If you have Customer Support experience, along with level one technical support over the phone experience, this may be a great fit for you!

These opportunities will be onsite. If you are interested, please send your resume to Danny at .

Job Summary: The position will work within the Customer Support Center to provide the best customer service in the industry. The individual will be responsible for answering a high volume of customer calls and facilitate the completion of customer requests, as well as assisting customers with activation and the initial setup of the the client's label design programs.

The Customer Support Representative must have an understanding of the current client's technology and the ability to communicate that information to customers.

This person must be able and willing to follow predetermined processes and must manage all work within the process and tools defined by management.

Job Requirements: The ideal candidate will possess an Associate's Degree or Bachelor's Degree with a focus on Information Technology or a Business related field. Candidates should be fluent in MS Word, Excel, Power Point, Visio and Access. Must have high technical fluency and be able to adapt knowledge based on the customer's environment. The ideal candidate will be technically creative and be able to apply industry best practices to customer problems. Must be very effective at delivering unfavorable feedback to customers and partners and able to adapt to people with varying technical abilities. Excellent English verbal and written skills; foreign language a plus. A desire to work with and support customers; proven experience preferred.

Essential Duties and Responsibilities:

  • Master use of all the client's products and the ability to communicate this information to customers
  • Provide timely and accurate information to incoming customer order status and product knowledge requests
  • Process customer orders / changes according to established department policies and procedures
  • Maintain a strong commitment to company values
  • Informs customer of prices, delivery date, and any additional information needed by customer
  • Follows up on orders to ensure timely delivery
  • Computes price, discount, and shipping charges as required
  • Answers questions from customers or individuals on how a product operates or directs them to the person that is able to assist them
  • Is able to easily assess first line support calls and assist with activation or installations questions and act as a triage level for customer or partners which then may result in an escalation to a technician
  • Uses Microsoft Dynamics and our phone system to maintain customer information and history while adding tickets and possibly transferring calls to teammates

Competencies:

  • Customer Focus
  • Communicates Effectively
  • Demonstrates Self-Awareness
  • Tech Savvy
  • Action Orientated
  • Collaborates
  • Ensures Accountability
  • Drives Results

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

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