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

Evolv Technologies Inc.•Waltham, MA

2d•$24 - $26•Hybrid

About The Position

Evolv is looking for a Technical Support Associate to join their steadily growing team. In this role, the associate will interact with and support customers, partners, and field service engineers, acting as a trusted advisor in Evolv’s technology. The role involves supporting the Evolv Express weapon detection system and its data analytics portal, contributing to the safety of people in various public spaces like schools, hospitals, and stadiums.

Requirements

Understanding of common troubleshooting practices and techniques.
Proficiency in using Service Cloud or similar service platforms.
Ability to diagnose and resolve technical issues promptly.
Ability to implement solutions that address the root cause of problems.
Effective communication skills to articulate complex technical concepts.
Ability to maintain strong, clear communication channels with stakeholders.
Ability to provide exceptional customer support.
Ability to build and maintain strong, trust-based relationships with customers.
Detail-oriented documentation skills.
Ability to accurately document technical issues and resolutions.
Ability to maintain comprehensive records of customer interactions and issue tracking.
Persistence and follow-through to ensure resolution.
Adaptive thinking to prioritize tasks and adapt strategies.
An appetite for learning and personal development.
Willingness to stay updated with the latest technologies and industry trends.
Commitment to continuous improvement of technical skills and service delivery.
Embrace challenges as opportunities for growth and learning.
Act with integrity and commitment to compliance with Evolv Code of Conduct, company policies, and applicable laws and regulations.

Nice To Haves

Potential flexibility for remote work, depending on individual performance.

Responsibilities

Interact and support customers, partners, and field service engineers.
Act as a trusted advisor in Evolv’s technology.
Support Evolv Express, weapon detection system, including its data analytics portal.
Assist with scheduled remote system upgrades and maintenance.
Handle common technical problems independently.
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.
Manage and document issues using Service Cloud or similar service platforms.
Accurately diagnose and resolve technical issues promptly.
Implement solutions that address the root cause of problems.
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 until a resolution is reached.
Prioritize tasks and adapt strategies effectively in a fast-paced environment.
Stay updated with the latest technologies and industry trends.
Continuously seek ways to improve technical skills and service delivery.
Act with integrity and demonstrate an unwavering commitment to compliance with the Evolv Code of Conduct, company policies, and applicable laws and regulations.