Company Description
At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.
Our employees are integral to the company’s success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.
Job Description
We are looking for a motivated and customer-oriented Technical Support Specialist to join our Technical Support team. In this role, you will report to the Technical Support Manager, and will be responsible for keeping our customers’ installed Alertus systems at full-readiness by combining technical knowledge with exceptional customer service.
This is an excellent opportunity for individuals who are looking to launch their career in IT and have a passion for technology, problem-solving, and helping others.
This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST.
A Day in the Life:
Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocksProvide exceptional customer service via phone, email, and screen share toolsCollaborate with Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when neededPrioritize support requests in our Salesforce ticketing system based on set levels of immediacyProvide guidance to customers on installing Alertus solutionsCollect and analyze detailed information to categorize and document requestsProactively analyze recurring issues and create innovative solutions Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolutionResearch open issues thoroughly and quickly address those issues toward an accurate resolution
Required Skills:
Strong problem-solving and analytical skillsExcellent communication & interpersonal skillsFamiliarity with hardware, software, & network technologiesAbility to work independently & as part of a teamAbility to communicate technical topics to both technical & non-technical audiences via phone, email, etc.Strong customer service mindset Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLSAbility to multitask & prioritize workload in a fast-paced, ever changing environmentBasic knowledge of IT security principles and policies that impact network environmentsExperience in troubleshooting Windows systems
Desired Skills:
Understanding of Windows, Linux and MacOS AdministrationAbility to develop expertise in application support involving REST and API integrationsFamiliarity with Windows Workstation Deployment and AdministrationExperience with supporting web applications
Education and Experience:
Bachelor’s Degree in Information Technology, Computer Science, or related field0-2 years experience in a Technical Support positonNet+, Security+, or similar certification is a plus
Alertus Career Advantages:
Paid Time OffPaid Holidays401(k) Retirement Plan Medical, Dental, and Vision PlansShort-term Disability, Accident, Hospital, and Cancer InsuranceLive Near Your Work Homebuying Incentive ProgramEmployee Referral Bonuses
Additional Information:
All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.
Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.
Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
All your information will be kept confidential according to EEO guidelines.
AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP