Tier 1 Support Technician

• 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.

• 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.

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