Technical Support Specialist

BaltimoreFull-Timemid

Customer SupportTechnical Support Specialist

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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,

Technical Tools

Customer SupportTechnical Support Specialist

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.

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.

Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks

Provide exceptional customer service via phone, email, and screen share tools

Collaborate with Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed

Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy

Provide guidance to customers on installing Alertus solutions

Collect and analyze detailed information to categorize and document requests

Proactively 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 resolution

Research open issues thoroughly and quickly address those issues toward an accurate resolution

Other duties as assigned

Strong problem-solving and analytical skills

Excellent communication & interpersonal skills

Familiarity with hardware, software, & network technologies

Ability to work independently & as part of a team

Ability 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 TLS

Ability to multitask & prioritize workload in a fast-paced, ever changing environment

Basic knowledge of IT security principles and policies that impact network environments

Experience in troubleshooting Windows systems