100% Remote Sr. Product Support Call Center Representatives Needed!!

Details:

• Where is the work to be performed? Home/100% Remote
• Please describe the team the candidate will be working with: Team size 13-55 Reps
• What does the ideal candidate background look like? Call center background, high professional, attention to detail, goal orientated, handles high stress environment well, flexible schedule, handles change well.

Description Overview & Top Responsibilities:

This challenging opportunity offers learning, growth and diversity of responsibilities. The Support Analyst will respond to client/user inquiries, ranging from basic questions about technology, to troubleshooting technical issues related to our product. You will also work with various internal support groups to escalate complex and high priority/high impact issues.

• You can expect to handle 50+ users daily via phone/email to provide excellent customer care, technical troubleshooting and maximum productivity at a call center capacity.
• Additional duties include proper ticket handling, on-going training to stay up to date on product/industry updates and releases, effective navigation of technical tools provided, and light reporting/tracking of trending issues.
• Technical aptitude, problem solving abilities, customer relationship skills, organization, and dependability are all imperative to success in this role.
• Strong candidates must have a minimum of 1 year of previous experience resolving technical issues over the phone, demonstrated successful troubleshooting and poses the soft skills required to effectively communicate technical solutions to non-technical users.
• Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution
• Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues
• Document required information through our client ticket management application known as ServiceNow, while complying to HIPPA and other federally regulated laws.

What Skills & Attributes are needed to be successful in this Role:

• Anticipates customer needs and proactively identifies solutions.
• Solves complex problems on own; proactively identifies new solutions to problems.
• Plans, prioritizes, organizes and completes work to meet established objectives.
• Acts as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own function.
• Often acts as a technical resource to others in own function.
• Anticipates customer needs and proactively identifies solutions.
• Solves complex problems on own; proactively identifies new solutions to problems.
• Plans, prioritizes, organizes and completes work to meet established objectives.
• Acts as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own function.

What are the work hours? Must have open availability

What is the dress code? Business casual

Interview process? 1-2 round interview via phone, video or in person

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 [email protected] or 844-463-6178.

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.