Technical Support Analyst I

Apex Order Pickup Solutions•Mason, OH

9h•$20 - $25•Hybrid

About The Position

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.

Requirements

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
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

Nice To Haves

Familiar with Help Desk and CRM (Customer Relationship Management) software is a plus but not required.

Responsibilities

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.

Benefits

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.