Technical Support Representative

Tech Support RepresentativeWe 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 or exceeding 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 fact-based, fast-paced environment that values troubleshooting and critical thinking over scripted responses.Key ResponsibilitiesProvide technical support for a range of over 30 hardware and software products, including cameras, fleet management systems, and TASER 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 QualificationsA minimum of 3 years 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 SkillsProficient with Windows operating systems, mobile devices, and cloud-based solutions.Strong analytical and troubleshooting skills with an ability to think outside the box.Experience with a ticketing system for prioritizing support requests.Proficiency with Microsoft Office.Soft SkillsExcellent verbal and written communication skills.Ability to articulate technical information to clients with varying levels of IT knowledge.A patient demeanor with the ability to handle disgruntled customers.Strong problem-solving skills, including asking probing questions to identify the root cause of an issue.Self-driven, with the ability to work independently and collaboratively within a team.Must be a quick learner who is adaptable to change.Preferred QualificationsA Bachelor's Degree is preferred.Additional SkillsExperience in law enforcement technology or with hardware/software from a company like Apple's Genius Bar.Fluency in multiple languages is a plus.Work EnvironmentThis position requires working onsite four days a week at the Atlanta office, 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 Criminal Justice Information Services (CJIS) background check and maintain the ability to handle confidential and highly sensitive information.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.