Enterprise Technical Support

If you are interested in applying for this position please email an updated resume to Jocelyn Crockett at [Click Here to Email Your Resumé]

Job Title: Technical Support Representative

Location: Draper, UT

Required:

• Provide support to customer/users where the product is highly technical or sophisticated in nature.
• Responds to situations where first-line product support has failed to isolate or fix problems for customer.
• Represents the company to the customer ensuring the customer is satisfied.
• Responsible for providing telephone, email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.).
• Answers questions about installation, operation, configuration, customization, performance and usage of assigned products.
• Verifies warranty entitlement and determines appropriate action.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
• Documents problems in the support solution database for diagnostics and solution implementation.
• Provides basic remote deployment, maintenance and consulting services.

Principal responsibilities include:

• Excels at recognizing internal and external customer’s needs and expectations
• Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
• Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications; owns the issue and engages/collaborates with multiple resources
• May triage unresolved software issues according to department procedures and answer technical questions, resolve or escalate problems
• After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, 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 844-463-6178