Technical Support Analyst I

Apex Order Pickup Solutions is looking for a client focused Technical Support Analyst to join our team working at our global headquarters in Mason , Ohio . This opportunity not only offers unparalleled training but also provides valuable hands-on experience in a fast-paced and dynamic environment.

COMPANY DESCRIPTION

Apex Order Pickup Solutions applies innovative, scalable software and hardware to enable safe, secure, frictionless order fulfillment for foodservice, retail and wholesale distribution companies. We are providing transformative Contactless Pickup solutions to a rapidly expanding global client base.

We don't just talk about the Internet of Things and Big Data ...we live it. We use both every day to enable customers to perform contactless pickups of their coffee, pizza, take out and curbside orders or laptops. Our technology is helping Brands save time and reduce contact with their customers enabling killer customer experiences without killer overhead costs.

Position Description

As a crucial member of our team, you will be at the forefront of customer interactions and play a pivotal role in resolving technical issues. Join our dynamic professional team who is responsible for providing top-notch hardware and software support to our esteemed client base.

To excel in this position, we need someone with exceptional diagnostic skills, a high sense of urgency, and the ability to document and deliver fact-based solutions efficiently. You'll be the go-to person for customers looking for help, ensuring their problems are resolved promptly and effectively.

What You will be doing:

• Provide remote support for incoming customer and support partner requests via telephone and email in accordance with established processes, including documentation of customer interactions, technical troubleshooting, and resolution within CRM (Customer Relationship Management) tool.
• Provide remote support for new equipment installations.

• Contribute to knowledge base of issues & resolutions as well as process documentation and improvement efforts.
• Continually develop knowledge of Apex products and processes through cross-training, shadowing, and by utilizing skill and development enhancement platforms.
• Joining an on-call rotation with a minimum of 12 weeks in a year dedicated to emergency triage after business hours.
• Demonstrate confidence and professionalism when representing Apex in any interaction, whether it is internal with colleagues and stakeholders or external with customers.

What You will bring:

• Strong customer service, verbal, and written communication skills
• Basic understanding of TCP/IP networking and the ability to troubleshoot connections
• Experience in Microsoft Office applications
• Familiar with Help Desk and CRM (Customer Relationship Management) software is a plus but not required.
• Ability to learn and explain technical equipment to customers
• Willingness to learn and work in a hands-on environment
• Driven by individual results while working as a team
• Bachelor's degree in a technical or business management program, or relevant work experience to provide an analytical and creative approach to troubleshooting hardware and software

Apex Order Pickup Solutions offers:

• Competitive Salary
• Work location - Mason, Ohio
• Hybrid work schedule, we work together in the office (Mason, Ohi0) Tuesday - Thursday, with flexibility to work remotely Monday and Friday (as schedules permit).
• Full benefits package including health insurance, life, dental & vision.
• Volunteer - paid off.
• FSA, HSA & supplemental insurance offering
• 401(k) plan with a company match.

Salary Range: $20.00 to $25.00 an hour. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors.

Apex Order Pickup Solutions is an Equal Opportunity Employer.