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Customer Support at Apex Systems

Customer Support

Apex Systems Charlotte, NC Contractor
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Our client has a need for a long term contract customer support specialist! The role will be remote for the time being and then a hybrid model onsite in their Charlotte Railyard location. 

Job Description:

  • Integrated Service is an implementation underway for CLIENT agency force. The purpose of the initiative is to route agent’s service related calls received from customers to a call center. This will give CLIENT agents more capacity to focus their efforts on new business.
  • As part of this implementation, new phone systems will need to be installed in agencies nationwide. The role of the Care team is to be the contact point for all questions or concerns agents may have during the implementation and after (e.g. questions from assessment, how to use job aids, who to contact for bill, etc). The Care team will be heavily involved in:
    • Distribution and collection data from agents
    • Reviewing submitted data for accuracy
    • Follow up calls to agents about missing information or documentation
    • Reviewing results from pre-assessment questionnaire and analysis of the agent’s current infrastructure
    • Performing pre- and post- conversion calls to agents and perform functionality testing and ensuring agents have everything they need for the implementation
    • Provide education on the new phone system and be a support escalation point of contact
    • Primary point of contact for agencies in order to coordinate the night of porting (partner with project teams and vendors)
    • Continuously report internally on agent’s status

A candidate interested in this role should have the following qualifications:

• Intermediate knowledge of Windows Operating system and support
• Intermediate for technical support
• knowledge of VoIP technology a plus
• Strong communication skills
• Strong Customer Service skills
• Capabilities to multi-task in a fast-paced environment
• Ability to work in a team environment
• Execute day to day activities by prioritizing work flow
• Ability to organize data completely and succinctly (few words; concise)
• Reporting Capabilities

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


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Job ID: 1153990

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