Customer Support Technician 1 - United States in Hopkinton, MA at APEX Systems

Date Posted: 9/6/2018

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Hopkinton, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/6/2018

Job Description

Job #:  883597

Apex Systems, the nation's 2nd largest IT staffing firm, has immediate opportunities for Customer Service Representatives to support one of our top clients in Hopkinton, Massachusetts! Please find the details below. If interested, please send your resume and best method of contact to North at nangle@apexystems.com 

Title: Customer Support Technician 

Company: Fortune 500 Company

Duration: 6 month contract (Possibility of extension)

Pay rate: Negotiable

Location: Hopkinton, Massachusetts 

Shift Time: Mon-Fri 8:00am-4:00pm

Description: Provides front end support via online Chat, Email, and Phone for Partners, Internal and External Customers. Also supports Online Support portal for Partners, Internal and External Customers. Follows process and procedure to ensure excellence in customer service. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Communicates with customers via Live Chat.

Support technicians assist engaging technical support, providing entitlement details, licensing queries, and online support.

Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.

Management of online support issues including locked accounts, password resets, contact administration, and other online support technical issues.

Work through service requests, email, and telephone.

Troubleshoot issues through to resolution.

Interface with applicable partner teams, IT, sales, and other internal groups

Implements and escalates procedures in a timely manner to appropriate personnel as directed by Shift leads and management.

Provides support and exhibits sense of urgency reconciling inconsistencies

Create, research and update service requests.

Route service requests to appropriate product support teams.

SKILLS:

Strong Customer Support skills.

Basic computer skills.

Strong communication skills

Ability to work in a team environment.

Ability to work in a high-pressure environment.

Able to adapt to change Troubleshooting/Problem solving skills

Education and Experience:

High School diploma and 1+ years customer support

*All Candidates must complete a typing test and phone screening*

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 844-463-6178