Customer Experience & Support (1)

Salary Range: 64000 to 80000 (Currency: USD) (Pay period: per-year-salary)

Company Description

At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.

Our employees are integral to the company’s success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.

Job Description

We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. The Technical Support Analyst I will report to the Technical Support Manager and will be a key player in bringing our mission to life. In this role, you will be responsible for keeping our customers’ installed Alertus systems at full readiness by combining deep technical knowledge with exceptional customer service.

Our ideal candidate is a technical, versatile problem-solver with a strong desire to always provide the best and most efficient customer service.

This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST.

A Day in the Life:

Answer incoming Support calls
Research, analyze & resolve Alertus hardware & software issues escalated from lower-tiered support
Support lower-tiered Support Analysts assisting customers via phone, email, and screen share
Collaborate with Support Lead & colleagues to identify, diagnose, & resolve software or hardware issues
Prioritize assigned cases & escalate to higher-tiered support or Support Lead as needed
Support colleagues during testing, troubleshooting, and problem replication phases of product life cycles
Provide guidance to customers on installing & configuring Alertus solutions
Collect & analyze detailed information to categorize and document requests
Create, review & update knowledge base articles for both internal and customer use
Conduct Assurance Reviews with Alertus customers
Leverage knowledge & experiences to grow the Alertus knowledge base
Leverage skills in technical leadership / case management
Other duties as assigned

Required Skills & Abilities:

Flexibility to work different shifts
Ability to participate in mandatory on-call rotation to maintain support coverage during nights, weekends, & company holidays
Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
Strong customer service mindset
Strong analytical and critical thinking skills to diagnose root cause of issues
Ability to work independently and as part of a team
Proficient understanding of IT concepts including networking, databases and application architecture
Strong understanding of networking concepts such as DNS, DHCP, HTTP(S), TLS/SSL Certificates
Proficient in Root Cause & Server Log Analysis
Ability to multitask & prioritize in a fast-paced, ever changing environment
Understanding of IT Security Principles and Policies that impact network environments
Experience with ticketing systems and remote support tools
Ability to travel on occasion.

Desired Skills:

Understanding of Windows, Linux and/or macOS Administration
Application Support involving REST and API integrations
Windows Workstation Deployment and Administration skills
Web Application support
Cisco and/or Avaya VoIP solutions support
Small electronics or IoT device support experience
Windows Domain & Active Directory Services
Scripting & Automation knowledge (Powershell, Python, etc.)

Education & Experience:

Bachelor’s Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field
A+, Net+, ITIL Foundation or similar certification(s)
4 - 7 years prior experience working in a technical help desk environment

Alertus Career Advantages:

Unlimited Paid Time Off
Paid Holidays
401(k) Retirement Plan
Medical, Dental, and Vision Plans
Short-term Disability, Accident, Hospital, and Cancer Insurance
Live Near Your Work HomeBuying Incentive
Employee Referral Bonuses
Flex Scheduling

Additional Information:

All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.

Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.

Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

All your information will be kept confidential according to EEO guidelines.

AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP

Technical Support Analyst 2

Alertus Technologies

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Job Description

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Required Skills & Abilities:

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