Tier 2 Help Desk Technician

3 weeks ago

Rockville, United States Silent Beacon LLC Full time

Company Description:


Silent Beacon, LLC (SBL) is a small tech start-up focused on delivering immediate aid to those in need through wireless alert devices and tracking applications.  We are proud to be an innovative producer of a diverse line of safety and emergency alert products for consumers and businesses.  Safety and security are central to our product offerings and mission which we hope to extend to our growing customer base.  SBL recently launched the Silent Beacon 2.0 panic button, a Bluetooth ® wearable safety device, and Enterprise Safety Solutions, a workplace safety portal.  For more information on our products, please visit 


As we support the launch of several products including the Silent Beacon 2.0 and Enterprise Safety Solutions, SBL is seeking a skilled QA/Tier 2 Technical Support Representative to join our team and provide advanced technical assistance to all customers across various products and services including safety applications, cloud-based portals, and panic buttons. This role will focus on resolving complex technical issues, ensuring high-quality support, and contributing to the overall improvement of our products and support processes.


Responsibilities:


·       Resolve escalated technical issues efficiently and effectively by providing Tier 2 support to our customers for complex technical issues related to our applications, cloud-based portal, and Bluetooth panic button devices;

·       Develop and implement solutions to resolve technical issues by diagnosing and troubleshooting technical problems, including software/hardware/firmware bugs, device malfunctions, and platform integration issues;

·       Maintain high levels of customer satisfaction by engaging with customers to understand their technical problems, providing clear explanations, and guiding them through troubleshooting steps;

·       Ensure timely escalation and follow up on issues by identifying and escalating unresolved or critical issues to Tier 3 support engineering teams as needed;

·       Update and refine knowledge base articles, manuals, and guides to assist customers and support staff by creating and maintaining detailed documentation of support cases, troubleshooting steps, and resolutions; 

·       Monitor and analyze support metrics to identify areas of improvement by performing quality checks on support tickets and cases to ensure adherence to company standards and procedures;

·       Report any bugs or issues found during testing new software updates, features, and device firmware to ensure they function correctly before release;

·       Enhance overall support team’s performance by providing training and support to junior support staff and new team members;

·       Collaborate with product development teams to address customer concerns and enhance product quality by collecting, analyzing and sharing customer feedback on recurring issues and areas of improvement; 

·       Develop and update technical documentation, including troubleshooting guides, installation manuals, and user manuals to support customers and internal teams;

·       Monitor the performance and stability of the web-based platform, identifying and addressing any issues proactively to ensure optimal user experience;

·       Manage and track incidents from inception to resolution, ensuring timely and effective handling of all support cases;

·       Work closely with engineering, product management, and other departments to resolve technical issues and provide insights into product improvements;

·       Ensure compliance with company policies, security protocols, and regulatory requirements in all technical support activities, and

·       Other related duties as assigned.


Requirements:

·      Minimum of 3 years of experience in technical support, with a focus on SaaS applications.

·       Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.

·       Strong analytical and problem-solving skills, with a proactive approach to resolving technical issues.

·       Familiarity with common programming languages, network protocols, and security best practices is a plus.

·       Ability to work collaboratively with cross-functional teams and contribute to a positive team environment.

  • Excellent organizational skills
  • Exemplary communication skills: oral, written, auditory, and presentation
  • Experience with HubSpot preferred
  • Experience with Jira preferred
  • Proficient in MS Office Suite Applications (Outlook, Word, Excel, PowerPoint, and Project)


Benefits:

  • Competitive 401(k) retirement savings program
  • Medical, dental, and disability insurance
  • Paid-time-off
  • Progressive career advancement opportunities
  • Ongoing sales and management support
  • 401(k)
  • 401(k) matching
  • Cell phone reimbursement
  • Dental insurance
  • Health insurance
  • Health savings account
  • Parental leave
  • Travel reimbursement
  • Vision insurance


Schedule:

  • Monday to Friday
  • Work Location: Hybrid remote in Rockville, MD 20850


Job Type:

  • Full-time


This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position.  The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. 

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities listed above are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently.  The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. 

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Silent Beacon, LLC is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

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