Tier 1 Support Technician

Responsibilities

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.

Requirements

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.

Able to work independently, exercise good judgment, and know when to escalate.

Reliable home internet connection and a quiet, professional remote work environment.

Qualifications

Not specified.

Skills

Not specified.

Benefits

See the Everforth Apex Benefits Overview section for details.

Pay

Not specified.

Schedule

100% Remote (must be able to work within Eastern Time business hours).