Command Center Technician

Centegix•Atlanta, GA

4d•Hybrid

About The Position

CENTEGIX® is the industry leader in wearable safety technology for healthcare, education, government, and commercial workplaces with nearly 700,000 badges in use. The cloud-based CENTEGIX Safety Platform™ initiates the fastest response time for emergencies, from the everyday to the extreme. Leaders in nearly 15,000 locations nationwide trust CENTEGIX's innovative safety solutions to empower and protect people (every day). Purpose As a Command Center Technician, you are the face of CENTEGIX and will be the primary contact for Incident Management. You provide Tier 3 Support for Customer Support and Field Operations, ensuring seamless service operations and prompt trouble resolution. You will interact directly with customers and their vendors to ensure incidents are resolved to their satisfaction. We are looking for a candidate that is passionate about putting the customer first. You are outgoing, organized and have superpower multi-tasking skills that will allow you to provide superior support to our customers over the phone and via e-mail.

Requirements

Education and Experience Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Proven experience in technical operations, incident mgmt, or technical support roles, preferably in the software or technology industry.
Technical Skills Knowledge of Zigbee and LoRaWAN wireless protocols
Knowledge of Linux-based commands.
Proficiency in troubleshooting software and hardware issues.
Solid understanding of network protocols, with experience troubleshooting Layer 1 and 2 technologies.
Knowledge of incident management tools and practices.
Analytical and Problem Solving Abilities Strong analytical skills with the ability to analyze issues, identify root causes, and implement defined solutions.
Detail-oriented mindset with the ability to prioritize tasks and manage multiple competing priorities.
Proactive approach to problem-solving and ability to work independently with minimal supervision.
Customer Focus and Communication Excellent interpersonal and communication skills, with the ability to communicate technical concepts effectively to non-technical individuals.
Strong customer service orientation and a passion for delivering exceptional support experiences.
Ability to remain calm and composed under pressure, with a focus on problem-solving and conflict resolution.
Adaptability and Teamwork Flexibility to adapt to a fast-paced and evolving environment.
Ability to collaborate effectively with immediate and cross-functional teams while contributing to a positive team culture.
Hybrid Office/Remote role.
No travel necessary.
Some weekend coverage may be required as customer needs evolve.

Responsibilities

System Monitoring and Maintenance: Monitor the performance and functionality of Centegix safety systems, including our CrisisAlert™ solution. Proactively identify any potential issues or anomalies and take appropriate action to resolve them promptly. Perform routine system maintenance tasks, such as software updates, hardware checks, and configuration adjustments. Process hardware RMAs when necessary.
Technical Support: Serve as a primary point of contact for customers and provide exceptional technical support and troubleshooting assistance. Collaborate with internal teams, including Service Delivery, Field Services, Customer Support, and Engineering, to address and resolve customer incidents, concerns, or issues in a timely and effective manner. Communicate technical concepts and solutions clearly to non-technical individuals.
Incident Management: Respond to and manage system incidents reported by customers, ensuring timely resolution and minimizing any disruptions to their service. Document incidents in tickets, investigate root causes, and implement preventive measures to mitigate similar incidents in the future. Maintain comprehensive incident logs and reports for analysis and improvement purposes. Keep customers informed of incident status and engage them for support to resolve incidents as needed.
Collaboration and Cross-Functional Support: Collaborate with cross-functional teams, such as Field Services, Engineering, and Customer Support, to drive incidents to immediate resolution. Contribute to the development and improvement of our products and services by providing input on user requirements, system enhancements, and feature requests.

Benefits

Remote first work environment; we offer workplace flexibility
Participation in company wide discretionary bonus
Fifteen days of PTO plus twelve company holidays
Three days of paid Sick Leave and one floating holiday
Monthly device(s) reimbursement
Up to $2500/year reimbursement for eligible education expenses
We offer a range of Healthcare plans to meet your needs (medical, dental, vision)
401(k) Plan with 4% employer contribution to help you plan for the future
Employee Referral Bonus
Charitable Program Match