Customer Support Technician III (US Remote) at blithequark
Are you a customer-centric individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced environment where no two days are ever the same? If so, we invite you to join blithequark's Centralized Managed and Support Operations - Software Enterprise (CMSO-SE) organization as a Customer Support Technician III.
About blithequark
At blithequark, we're driven by a shared purpose - helping people be their best in the moments that matter. We live up to our purpose every day by solving for safer, building the best possible technologies across every part of our safety and security ecosystem. Our mission-critical communications devices and networks, AI-powered video security and access control, and the ability to unite voice, video, and data in a single command center view are just a few examples of how we're making a difference. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help.
About the CMSO-SE Organization
The CMSO-SE organization provides high-quality support experiences for mission-critical customers, enabling them to accomplish their mission. Our Flex VIP Support team is dedicated to providing in-depth investigation and handling of more complex customer issues. As a Customer Support Technician III, you'll be part of a dynamic team that's passionate about delivering exceptional support experiences.
Job Description
As a Customer Support Technician III, you'll be responsible for managing and working on tickets cases entered by agencies assigned, writing and modifying Knowledgebase Articles for distribution, and working under minimal supervision to reproduce and confirm product defects and reporting such defects to Product Development for permanent resolution. You'll also be responsible for managing the relationship and collaboration with customers and the Flex Support Team, maintaining required product environments for the entire Technical Support organization, and providing after-hours coverage as part of an on-call rotation schedule for SLA support as needed.
Primary Responsibilities:
* Manage and work tickets cases entered by agencies assigned
- Write and modify Knowledgebase Articles for distribution
- Work under minimal supervision to reproduce and confirm product defects and reporting such defects to Product Development for permanent resolution
- Manage the relationship and collaboration with customers and the Flex Support Team
- Maintain required product environments for the entire Technical Support organization
- Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
- Occasionally travel to VIP customer sites to represent the Support Organization
Preferred Qualifications and Experience:
* Bachelor's Degree in Computer Science or equivalent industry experience
- Minimum of 1 year working with the Flex Product
- Knowledge of and/or basic skills in:
+ Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory) + Validating, troubleshooting, and characterizing reported application issues + Web servers + Virtualization Software + Network Services (DNS, IP, HOSTS, Routing)
- Prior experience in:
+ Installing, configuring, and supporting blithequark software + Answering customer questions on application usage and administration + Creating and updating technical documentation + Logging information into internal case tracking systems + Providing Live Phone support for public safety customers + Installing and configuring required 3rd party software packages + Providing feedback to individual contributors
- Excellent problem-solving, troubleshooting, and customer service skills
- Analytical, efficient, and thorough
- Ability to remain calm and courteous under pressure and navigate tense situations
- Possesses strong customer relation and interpersonal skills
What We Offer:
* Competitive salary and benefits package
- Opportunity to work with a leading technology company in the safety and security industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible work arrangements, including remote work options
- Recognition and rewards for outstanding performance
How to Apply:
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please follow the link below to submit your application. Apply Job!
Equal Opportunity Employer:
blithequark is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic. Apply for this job