Technical Support Associate (Thu, Fri, Sat, Sun: 12pm-10pm)

Evolv Technologies Holdings•Waltham, MA

8h•Hybrid

About The Position

Evolv is looking for a Technical Support Associate to join their steadily growing team. In this role, you will interact with and support customers, partners, and field service engineers, acting as a trusted advisor in Evolv’s technology. You will be supporting the Evolv Express, a weapon detection system, including its data analytics portal, to help keep people safe in schools, hospitals, stadiums, and more.

Requirements

Participate in our new hire training orientation
Participate in our technical product training session
Learn and understand the product, and product issues enough to assist with customer support.
Shadow the rest of the support team working on customer issues.
Be a noticeable contributor to support tickets and able to handle common problems on your own.
Become Proficient in the tools and diagnostics procedures to work independently on customer issues.
Serve as a trusted support resource, able to determine/resolve common support issues and reliably respond to requests when needed.
Understanding of common troubleshooting practices and techniques.
Technical Expertise
Diagnostic and Troubleshooting Skills
Real-Time Problem Solving
Effective Communication
Customer Relationship Management
Customer Support
Documentation and Record Keeping
Detail-Oriented Documentation
Resilience and Adaptability
Adaptive Thinking
Continuous Learning and Improvement
Growth Mindset
Proactive Improvement
Ethics and Compliance

Nice To Haves

Potential flexibility for remote work, depending on individual performance

Responsibilities

Assist with scheduled remote system upgrades and maintenance.
Handle common problems on your own.
Identify issues that need to be escalated for more involved troubleshooting.
Support Evolv security systems and adjacent products including integration with 3rd party security applications and platforms.
Use Service Cloud or similar service platforms to manage and document issues.
Accurately diagnose and resolve technical issues promptly.
Implement solutions that address the root cause of problems to prevent future occurrences.
Clearly articulate complex technical concepts to customers and partners.
Maintain strong, clear communication channels with all stakeholders.
Provide exceptional support, anticipating and addressing customer needs proactively.
Build and maintain strong, trust-based relationships with customers.
Accurately document technical issues and resolutions in the Evolv Service and Support Platform.
Maintain comprehensive records of customer interactions and issue tracking.
Display persistence and follow-through with necessary parties until a resolution is reached.
Prioritize tasks and adapt strategies effectively in a fast-paced environment.
Display an insatiable appetite for learning and personal development.
Stay updated with the latest technologies and industry trends to enhance service quality.
Continuously seek ways to improve technical skills and service delivery.
Embrace challenges fearlessly, viewing them as opportunities for growth and learning.
Act with integrity and demonstrate an unwavering commitment to compliance with to the letter and spirit of the Evolv Code of Conduct and other company policies as well as all applicable laws and regulations.