Technical Support Analyst

Overview

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 provides training and hands-on experience in a fast-paced and dynamic environment.

Apex Order Pickup Solutions applies innovative, scalable software and hardware to enable safe, secure, frictionless order fulfillment for food service, retail and wholesale distribution companies. We provide transformative Contactless Pickup solutions to a rapidly expanding global client base. We live the Internet of Things and Big Data to enable customers to perform contactless pickups of their coffee, pizza, take-out and curbside orders or laptops.

Our technology helps brands save time and reduce contact with their customers, enabling killer customer experiences without killer overhead costs.

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. You will provide top-notch hardware and software support to our esteemed client base. To excel, we need someone with exceptional diagnostic skills, a high sense of urgency, and the ability to document and deliver fact-based solutions efficiently.

You will be the go-to person for customers looking for help, ensuring their problems are resolved promptly and effectively.

• 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.

• 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
• Familiar with Help Desk and CRM software is a plus but not required
• 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

• Competitive Salary
• Work location - Mason, Ohio
• Hybrid work schedule, we work together in the office (Mason, Ohio) 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 will consider the successful candidate’s location, experience, and other job-related factors.

Apex Order Pickup Solutions is an Equal Opportunity Employer.