Support Engineer II

First Due

3d•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
3-5 years of product support and customer service experience
Experience in both voice and non-voice support
Experience in SaaS software product support
Excellent interpersonal, communication and collaboration skills
Experience working on CRM tools & suites like Zendesk and Salesforce
Strong technical and problem-solving skills
Ability to articulate simple or complex problems
Ability to work independently or as part of a team
Strong analytical and organizational 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 SQL is preferred
Experience with public safety software is helpful but not required

Responsibilities

Answer and respond to incoming customer phone calls, emails, or portal tickets
Provide professional and helpful technical support to customers via phone, chat, and tickets
Meet corporate SLAs
Prioritize and manage multiple open tasks at one time
Identify scope and priority of items under review
Utilize available resources to resolve customer issues
Logically troubleshoot, resolve, and document technical issues related to our software products
Collaborate with cross-functional teams to deliver timely resolution of customer issues
Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary
Ensure root cause analysis is carried out where necessary
Stay updated on product features and updates to provide accurate and timely support to clients
Continuously improve and optimize our technical support documentation, processes, and procedures
Facilitate internal and client facing meetings
Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles