Tier 1 Support Technician

Apex Systems; Newport News (VA); Remoto; USD 25.000 - 28.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer service

Phone communication

Read technical docs

Basic troubleshooting

Help desk experience

ServiceNow

Written and verbal communication

Independent work

Reliable home internet

Strumenti

ServiceNow

Descrizione del lavoro

# Tier 1 Support TechnicianApply**Job#: 3056113****Job Description:****Job Title:** **Tier 1 Support Technician****Duration:** Approximately 2-3 months, with potential for extension based on project needs**Location:** 100% Remote (must be able to work within Eastern Time business hours)We're seeking Tier 1 Support Technicians to provide remote customer support. This role is ideal for candidates who thrive in a high-volume, customer-facing support environment and are comfortable following documented procedures to help end users troubleshoot and resolve issues in real time.Responsibilities* Provide phone-based Tier 1 support to branch locations during payment software installation and conversion.* Troubleshoot basic software, payment terminal, connectivity, and configuration issues using established procedures (e.g., restarts, cable/connection checks, documented device fixes).* Follow standard operating procedures (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 during the initial support call.* Deliver professional, patient, and courteous customer service throughout every interaction.* Participate in structured onboarding, training, and a pilot-support period before transitioning to full production support.Required 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.* Reliable home internet connection and a quiet, professional remote work environment. *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.**Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy**Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.**Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.**If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [e-mail] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.**UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.***Employee Type:** Contract**Remote:** Yes**Location:** Newport News, VA, US**Job Type:****Date Posted:** October 15, 2026**Pay Range:** $18 - $20 per hour