Customer Support Representative- Onsite Phx

Customer/Technical Support Representative

The Technical Support Representative provides multi-channel support to customers across phone, email, and chat. This role requires technical aptitude, the ability to troubleshoot within the organization's training platform and cloud environments, and the capacity to manage high-volume inbound cases while maintaining exceptional service quality. A significant portion of daily volume involves assisting users with course enrollment, certification needs, and access to training materials.

Key Responsibilities

• Troubleshoot and resolve technical issues related to products, including training access, device certification, networking, software installation, and platform login or configuration.
• Support the proprietary training platform, assisting users with course enrollment and access to materials.
• Provide support for the organization's online store, including device purchases and training vouchers.
• Manage high-volume inbound cases across three simultaneous channels: phone, email, and chat.
• Maintain subject matter expertise across company products including cameras, fleet management systems, and training solutions.
• Use a CRM system, such as Salesforce, to manage, prioritize, and resolve all inbound cases.
• Identify and report bugs, trends, and process improvement opportunities.
• Partner with Customer Success, Customer Service, Product, and other internal teams.

Required Qualifications

Experience: A minimum of 1-3 years of technical support experience supporting software, hardware, web-based solutions, or e-commerce platforms is required. Candidates should have experience in a high-volume support environment handling 50 or more contacts per day and experience prioritizing and managing workloads within a ticketing system.

Technical Skills: Proficiency with Windows OS, mobile devices, and cloud-based solutions is necessary. Experience with Salesforce or a similar ticketing system is also required. Candidates must possess technical aptitude for troubleshooting issues beyond basic password resets, including hardware, software, and networking basics.

Education: A Bachelor's degree is preferred, or equivalent professional experience.

Work Environment

This role follows a hybrid work model, requiring onsite presence in Scottsdale, Arizona from Tuesday to Friday. Mondays are remote. The schedule is typically Monday through Friday during Pacific Standard Time business hours, with no on-call or weekend shifts. Training includes 4-6 weeks of structured onboarding and a gradual ramp-up to full multi-channel independence.

Compensation & Benefits

The pay rate for this position is $25.00 per hour W2. A comprehensive benefits package may be available to eligible employees.

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.