Customer Support Representative

First Due

9d•Remote

About The Position

First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation.

Requirements

This is a remote role, but the employee does need to be located in the US.
1–3 years of experience in product support, technical support, or customer service.
Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems).
Excellent interpersonal, written, and verbal communication skills.
Experience using CRM and support platforms such as Zendesk, Jira, or similar tools.
Strong technical troubleshooting and problem-solving skills.
Ability to clearly communicate simple and complex technical concepts to customers and internal stakeholders.
Self-motivated with the ability to work independently and collaboratively in a team environment.
Strong analytical, organizational, and time-management skills.
Professional telephone etiquette and customer service skills.
All applicants must be authorized to work for any US employer in the United States.
Hiring is contingent upon candidates successfully passing a criminal background check.
As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.

Nice To Haves

Experience with the First Due platform strongly preferred.
Experience in the Fire/EMS industry.
Experience supporting SaaS software products preferred.

Responsibilities

Serve as the first point of contact for customer support inquiries received via phone, email, and customer portals.
Own customer issues from intake through resolution, ensuring timely follow-up and communication.
Prioritize and manage multiple support cases while meeting established service level agreements (SLAs).
Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation.
Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems.
Escalate complex issues and collaborate with Product, Engineering, and other teams to drive timely resolution.
Perform root cause analysis when appropriate and identify opportunities to reduce recurring issues and support volume.
Maintain current knowledge of product functionality, enhancements, and releases to provide accurate customer guidance.
Contribute to the continuous improvement of support documentation, processes, and customer education resources.
Perform other duties as assigned.
Holiday coverage may be required on a rotational basis.