Apex Systems is seeking candidates to support one of our growing customers in the Charleston, WV area. If you meet the requirements listed below, and would like to learn more, please send your most up-to-date resume and contact information to: Tessa Moulds, Professional Recruiter, via tmoulds@apexsystems.com Title: Technical Support Representative Location: 100% Remote (EST hours) Duration: Contract to potential HIRE! Job Description: • Provide over-the-phone customer service and technical support for a wide range of computer-related issues. • Actively listen to customer problems and be able to document them appropriately. • Ability to diagnose, problem-solve and resolve customer issues. • Follow-up with customer to ensure problem has been resolved. • Update the Knowledge Base with process changes and recommended solutions. • Requires experience and understanding of technical infrastructure, and the ability to know limitations and escalate more complex problems when appropriate. Job Duties: • Answer inquiries from customer regarding request, incidents or problems. • Document all aspect of the interaction in the ticketing system. • Maintain a pleasant demeanor with all customer; showing respect and courtesy at all times. • Ability to remain calm and focused when dealing with difficult customers. • Immediately escalate any issue identified as security related. • Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented. Job Requirements: • Must be U.S. Citizen and ability to obtain/maintain Public Trust clearance. • High School Diploma, required; College experience is a plus! • Prior Help Desk or Technical Support experience, preferred. • Must possess effective (verbal and written) communication skills; Call Center/ Customer Service background, highly desired! • Extensive knowledge of Microsoft Office (2007 to present) Suite and its applications (beyond basic personal use), required. EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178. •