Demo Technology Support Analyst in Santa Clara, CA at APEX Systems

Date Posted: 2/12/2018

Job Snapshot

Job Description

Job #:  806563

Demo Technology Support Analyst

Apex Systems, the nation’s 2nd largest IT Staffing organization, has an immediate opportunity for a technology support analyst to work for our client who is one of the world’s largest and most admired companies.  If you’re looking for an organization that focuses on innovation, social responsibility, and quality, then this is the place for you. Pay is highly competitive and the work is to be completed in Santa Clara, CA.


Client: International leader in IT field (will disclose in interview)


Duration: 4 month contract on a W2 basis



Job Summary

The Channel Ops Technology Team is currently looking for an individual for the role of Demo Technology Support Lead.

In this role you will manage the support ticket program for demo technology in Clients channel points of sale. This will include analyzing ticket volume, response time, and resolution effectiveness in a multi-tiered support environment. This body of work includes analyzing trending issues, reporting volumes by product line, and impact to the stores.

You will also take a lead role in addressing Tier 3 ticket escalations. Resolving these tickets will require partnering with subject matter experts, investigation and resolution beyond Tier 1 and Tier 2.

The candidate should have a passion for client product and must be comfortable working alone as well as in a fast-paced dynamic team environment. Being extremely detail oriented and proactive is a must for this position.


Job Description:

-Manage the support ticket program for client demo technology in 250K channel points of sale worldwide.

-Analyze and report ticket volume, response time, trending issues, and resolution effectiveness in a multi-tiered support environment.

-Drive multiple support teams to close tickets in accordance with established SLAs and quality metrics.

-Provide Tier 3 escalation support for systems, tools, and technical processes that support all client product lines.

-Ensure ticket categories are addressed within the appropriate support tier, and work towards maximizing effectiveness of Tier 1 call center.

-Provide weekly reporting, and analysis of ticket volume and trending issues.

-Distribute and assign issues to team members as needed.

-Write technical troubleshooting guidelines and provide training to tier 1 and tier 2 call centers to equip them with the information needed to the resolve store issues


Key Qualifications

-Minimum 3 years professional technical troubleshooting expertise or proven technical ability.

-Minimum 2 years leadership experience in a project management or technical analyst role.

-Passion for customer service and ownership of the customer experience including comprehensive issue resolution.

-Able to self-manage and work independently in a fast-paced, constantly changing environment  Effective time management including ability to multi-task, organize and prioritize.

-Able to research and grasp technical information across multiple tools.

-Unusual levels of focus and attention to detail are a must.

-Strong written communication, problem solving, and analysis skills.

-Positive attitude and strong interest in learning new systems and skills.

-Proficient in Excel/Numbers and Keynote applications.


Company & Group Details:

The organization offers several perks, including great benefits, an onsite café, outdoor patios and other rewards programs. 

*Please note that as a contract employee of Apex Systems, you’d be eligible for Health, Dental, Vision and Life Insurance; Short Term Disability; Hospitalization Coverage; Direct Deposit; Weekly Pay Periods; Training and Development Programs; Corporate Discounts/Perks and our Referral Program.*










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 or 844-463-6178.