Support Desk Specialist

2 weeks ago


Charlotte, North Carolina, United States Apex Systems Full time

Join our team at a well-established company as a Customer Support Specialist

Location: Charlotte, NC (HYBRID: 3 days onsite/2 days remote)

Shift: Thursday-Monday from 7A-4P

Duration: 6+ Month Contract with Extension

Key Responsibilities:

  • Address customer support requests through phone and email within a dynamic environment.
  • Utilize troubleshooting techniques to resolve issues related to email, network connectivity, personal computers, and applications for our diverse customer base.
  • Document and escalate support cases using various ticketing systems.
  • Handle an average of 40-50 cases daily.
  • Engage with different support teams and end-users across all levels.
  • Analyze and creatively solve problems.
  • Develop a deep understanding of our products, features, and customer usage.
  • Manage multiple tasks, prioritize effectively, and meet deadlines.
  • Communicate clearly both verbally and in writing.
  • Participate in special projects and escalations while maintaining team and personal performance goals.
  • Identify inefficiencies and collaborate with leadership for continuous improvement.


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