Enterprise Technical Support Analyst -2nd Shift (3pm-12am ET)
February 5, 2018
Greensboro, North Carolina
Full Time - Experienced
4 Year Degree
The Enterprise Technical Support Analyst 2nd Shift is responsible for Level One support for all client applications, including FirstStrike Commercial, portals and other client and vendor facing applications. As this point person, you will be representing APEX Analytix, and our clients. It is imperative that you enjoy solving problems, not passing them along. You must like the phone and not rely on email to communicate. (And know when making a phone call is needed vs. an email.) As the first point of contact for clients, you must take pride in what you do. The ideal candidate will have the ability to interact with clients on a needed basis and help identify, troubleshoot and address support tickets. This person will ideally posses an IT background including basic SQL skills. You will manage documentation for all incoming client support tickets, resolving level one issues and correctly assigning all other issues requiring additional support. You will manage all inbound and outbound calls and emails and log them into the Help Desk application. English is required. Preferred language skills: Mandarin, Chinese, Cantonese, and/or Japanese language skills and you must be willing to work between the hours of 3pm-12am ET.
Understanding of basic networking concepts and ability to troubleshoot network issues
Familiarity with Microsoft Windows XP/7/8/8.1, Microsoft Office Suite, Internet Explorer, Chrome, and Firefox
Basic SQL skills preferred
Prefer a bilingual candidate in English and one of the following languages: Mandarin, Chinese, Cantonese or Japanese
1-2 years of customer-facing experience
Some college or equivalent experience in a customer service or IT related field required.
Ability to work from 3pm-12am ET
About APEX Analytix
APEX Analytix is the fastest growing provider of audit technology and services. We currently serve more than 250 companies across all geographies and all industries. Taken together, these companies generate nearly $4.5 trillion in annual revenue, and we do everything we can to help them preserve it.
When you join APEX, you’ll join a globally diverse and respected industry leader. You’ll also become a member of a company culture that encourages positive work/life balance, provides exceptional education, training and developmental opportunities, rewards high achievement, and delivers unsurpassed customer service