Remote Tier 1 Support Specialist

Apex Systems; Newport News (VA); Remote; USD 25,000 - 28,000; Full time

Job summary

Apex Systems is seeking a Tier 1 Support Technician for a remote role that operates within Eastern Time business hours. You will deliver phone-based support during payment software installation, troubleshoot common issues, and follow documented procedures to resolve calls.

You will log tickets in ServiceNow, escalate complex problems, and participate in onboarding and training before transitioning to full production support. Strong communication and independent work are essential.

Qualifications

• Strong customer service and phone communication skills.
• Ability to read, follow, and apply technical documentation and SOPs.
• Basic troubleshooting experience (software, hardware, or connectivity).
• Prior help desk, call center, or technical support experience.
• Familiarity with ticketing systems such as ServiceNow.
• Professional written and verbal communication.
• Ability to work independently, exercise good judgment, and know when to escalate.

Responsibilities

• Provide phone-based Tier 1 support to locations during payment software installation and conversion.
• Troubleshoot basic software, payment terminal, connectivity, and configuration issues using SOPs.
• Follow SOPs and knowledge base articles to guide callers through resolution steps.
• Log and update support tickets accurately in ServiceNow.
• Escalate unresolved or complex issues to the appropriate technical teams.
• Conduct follow-up outreach for locations that do not complete their conversion on first contact.
• Deliver professional, patient, and courteous customer service throughout interactions.
• Participate in onboarding, training, and a pilot-support period before full production support.

Skills

Customer service

Phone communication

Read technical docs

Basic troubleshooting

Help desk experience

ServiceNow

Written and verbal communication

Independent work

Reliable home internet

Tools

ServiceNow

Job description

Apex Systems is seeking a Tier 1 Support Technician for a remote role that operates within Eastern Time business hours. You will deliver phone-based support during payment software installation, troubleshoot common issues, and follow documented procedures to resolve calls.

You will log tickets in ServiceNow, escalate complex problems, and participate in onboarding and training before transitioning to full production support. Strong communication and independent work are essential.