Technical Support Associate (Sat, Sun, Mon, Tues: 6am-4pm OR 12pm-10pm EST)

Evolv Technology • Waltham, MA

373d • $24 - $26

About The Position

Evolv is looking for a Technical Support Associate to join our steadily growing team. In this role you will interact and support customers, partners and field service engineers. Acting as a trusted advisor in Evolv's technology, you will help keep people of all ages safe in schools, hospitals, stadiums and more. You will be helping keep people safe by supporting Evolv Express, a weapon detection system, including our cutting-edge data analytics portal.

Requirements

• Understanding of common troubleshooting practices and techniques
• Experience with Service Cloud or similar service platforms
• Ability to accurately diagnose and resolve technical issues promptly
• Effective communication skills to articulate complex technical concepts
• Experience in customer support and relationship management
• Detail-oriented documentation skills for technical issues and resolutions
• Persistence and follow-through with necessary parties until resolution is reached
• Ability to prioritize tasks and adapt strategies in a fast-paced environment
• Growth mindset with a desire for continuous learning and improvement
• Commitment to integrity and compliance with company policies and regulations

Responsibilities

• Participate in EvolvED new hire training orientation
• Participate in technical product training session
• Learn and understand the product and product issues to assist with customer support
• Shadow the support team working on customer issues
• Assist with scheduled remote system upgrades and maintenance
• Contribute to support tickets and handle common problems independently
• Become proficient in tools and diagnostics procedures for customer issues
• Identify issues that need escalation for more involved troubleshooting
• Serve as a trusted support resource for common support issues
• Support Evolv security systems and adjacent products including integration with 3rd party security applications

Benefits

• Equity as part of total compensation package
• Flexible work environment
• Medical, dental, and vision insurance
• Flexible Spending Accounts (FSA)
• 401(k) plan with 2% company match
• Unlimited vacation policy
• Quarterly stipend for perks and benefits
• Tuition reimbursement for ongoing learning and development
• Subscription to Calm
• Subscription to Orange Theory

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: No Education Listed
• Number of Employees: 251-500 employees