Diagnose and troubleshoot issues on our Customer alarm monitoring implementations, system and application errors
Propose and create test plans to identify issues
Application Training (customer and internal support team)
Document Customer interaction using the Company’s Salesforce support application
Participate in application testing and quality assurance
Enhancing our support documentation and creating how-to videos.
Track and manage tickets to ensure timely communication and resolutions
Show initiative and act independently to resolve tickets, manage multiple priorities and follow through on tasks to completion.
Ability to be On Call in a 24 x 7 environment
Onboarding new customers.

Requirements

Experience with alarm monitoring and dispatch principles and processes
Experience with Microsoft SQL Server
Experience with SQL Server Reporting Services
Experience with network architecture and administration
Experience with virtual machine configuration
Manage and work multiple issues simultaneously
2+ years’ experience with customer-facing technical support (application, OS, or Networking).

Benefits

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Robust health and wellness benefits, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

SQLMicrosoft SQL ServerSQL Server Reporting Servicesnetwork architecturevirtual machine configurationapplication testingquality assurancetroubleshootingtest planscustomer support

Soft skills

initiativeindependencecommunicationtime managementprioritizationproblem-solvingdocumentationcustomer interactionteam collaborationtraining