[Hiring] Support Engineer II @First Due

Role Description

First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation.

• Answer and respond to incoming customer phone calls, emails, or portal tickets
• Provide professional and helpful technical support to customers via phone, chat, and tickets
• Meet corporate SLAs
• Prioritize and manage multiple open tasks at one time
• Identify scope and priority of items under review
• Utilize available resources to resolve customer issues
• Logically troubleshoot, resolve, and document technical issues related to our software products
• Collaborate with cross-functional teams to deliver timely resolution of customer issues
• Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary
• Stay updated on product features and updates to provide accurate and timely support to clients
• Continuously improve and optimize our technical support documentation, processes, and procedures
• Facilitate internal and client facing meetings
• Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles

Qualifications

• This is a remote role, but the employee does need to be located in the US
• 3-5 years of product support and customer service experience
• Experience in both voice and non-voice support
• Experience in SaaS software product support
• Excellent interpersonal, communication and collaboration skills
• Experience working on CRM tools & suites like Zendesk and Salesforce
• Experience with SQL is preferred
• Experience with public safety software is helpful but not required
• Strong technical and problem-solving skills
• Ability to articulate simple or complex problems
• Ability to work independently or as part of a team
• Strong analytical and organizational skills

Requirements

• All applicants must be authorized to work for any US employer in the United States.
• Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time.
• Hiring is contingent upon candidates successfully passing a criminal background check.
• As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.

Benefits

• Comprehensive compensation and benefits package for eligible employees
• Competitive pay
• Medical, dental, and vision coverage
• FSA/HSA
• 401(k)
• Flexible PTO
• Fully remote workplace
• Technology stipend
• Opportunities for advancement
• Other benefits and perks that set our team apart