Tier 1 Support Technician

# Tier 1 Support Technician Apply
** Job#: 3056113
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* Job Description:

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* 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 Service Now.
* 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 Service Now.
* 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 Clearly Rateds 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.

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** 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 Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.

In terms of professional…