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# Tier 1 Support Technician

- **Company:** Everforth Apex
- **Location:** Newport News, United States (Remote available)
- **Contract:** Temporary to permanent
- **Skills:** Issue Tracking Systems, Servicenow
- **Published:** August 28, 2026
- **Apply:** https://www.dice.com/job-detail/de1dc87f-d9c5-44be-8ec2-b8bee439e36a

## About the Role

* 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.

## Description

* 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.


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