Technical Support Specialist (Baltimore)

Technical 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.

A Day in the Life :

• 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 our customers 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

Required Skills :

Desired Skills :

Education and Experience :

Alertus Career Advantages :

$21.74 - $26.27 an hour

The referenced base salary range represents the low and high end of Alertus' salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will depend on several factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education / training and other qualifications.

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.