Tech Support Representative- ATL

# Tech Support Representative- ATLApply
** Job#: 3051485
***
* Job Description:

** Tech Support Representative
*
* Location:

** Peachtree Corners, Georgia (Hybrid)

Role Overview We are seeking a Technical Support Representative to provide first-class technical support to customers. This is a customer-focused, hardware and software-related support position with responsibilities for meeting or exceeding performance and quality goals. The role involves handling primarily call support (approximately 20 calls per day) and web cases (10-15 per day) in a fact-based, fast-paced environment that values troubleshooting and critical thinking over scripted responses.

Key Responsibilities
* Provide technical support for a range of over 30 hardware and software products, including cameras, fleet management systems, and TASER devices.
* Troubleshoot and resolve technical issues related to product knowledge, networking, software installation, and device performance via phone and email.
* Utilize a ticketing system, such as Salesforce, to manage and prioritize customer support cases.
* Build and maintain subject matter expertise on all products, solutions, and policies.
* Report bugs and trends to necessary stakeholders and provide suggestions for process improvement.
* Handle a variety of technical issues, from simple login problems to complex networking and API challenges.
* Maintain a high level of customer satisfaction as measured by CSAT scores and call monitoring.

Required Qualifications
*
* Experience:

** A minimum of 3 years of technical support experience in a customer-facing role, supporting software, hardware, web-based solutions, or e-commerce platforms. Experience should be in IT support rather than a help desk environment, with a focus on product support.
** Technical

Skills:

*** Proficient with Windows operating systems, mobile devices, and cloud-based solutions.
* Strong analytical and troubleshooting skills with an ability to think outside the box.
* Experience with a ticketing system for prioritizing support requests.
* Proficiency with Microsoft Office.
*
* Soft Skills:

*** Excellent verbal and written communication skills.
* Ability to articulate technical information to clients with varying levels of IT knowledge.
* A patient demeanor with the ability to handle disgruntled customers.
* Strong problem-solving skills, including asking probing questions to identify the root cause of an issue.
* Self-driven, with the ability to work independently and collaboratively within a team.
* Must be a quick learner who is adaptable to change.

Preferred Qualifications
*
* Education:

** A Bachelor’s Degree is preferred.
** Additional

Skills:

*** Experience in law enforcement technology or with hardware/software from a company like Apple's Genius Bar.
* Fluency in multiple languages is a plus.

Work Environment This position requires working onsite four days a week at the Atlanta office, with Mondays remote. The role is part of a Tier 1 Technical Support team of approximately 25 representatives. A comprehensive 4-6 week training program, including shadowing and reverse-shadowing, is provided. Candidates must be able to pass a Criminal Justice Information Services (CJIS) background check and maintain the ability to handle confidential and highly sensitive information.

* 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…