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Customer Support Specialist

2 months ago

Tallahassee, Florida, United States Diverse Computing Full time
Job Overview

Are you the right fit for our team?

Diverse Computing, Inc. is on the lookout for a motivated Customer Support Specialist to enhance our technical support division. This role is a full-time, salaried, nonexempt position that offers the flexibility of remote or in-office work. The perfect candidate will share our pride in delivering exceptional customer service and intuitive software solutions for those dedicated to public safety. Our clients and team members are committed to being a vital part of the innovative development and enhancement of public safety software relied upon by agencies across the nation. Our steadfast dedication to customer service and technical assistance is a key driver of our ongoing success.

The primary responsibility of this role is to collaborate closely with our clients to thoroughly understand and address their operational processes and technical requirements related to our offerings. In addition to supporting our software products, the successful candidate will also assist clients with enterprise-level networking systems and support. We are searching for someone who is passionate about helping others and eager to continuously learn about our clients, products, networking, and security.

About Us

At Diverse Computing, we are driven by our mission to make a meaningful impact. We strive to deliver innovative solutions that enhance the effectiveness and security of the public safety sector. In essence, we develop software that serves a higher purpose beyond mere profit.

Imagine being part of a company where you can take ownership of your projects, contribute to team-driven innovation, and play a crucial role in software designed to enhance public safety. At Diverse Computing, these principles are not just slogans; they are integral to our daily operations, and we take pride in that.

Key Responsibilities

As a Customer Support Specialist at DCI, you will:

  • Master our software solutions comprehensively
  • Provide phone and email assistance to our nationwide clientele for all Diverse Computing products
  • Log, track, and manage incoming support requests
  • Occasionally be available for on-call support outside of standard working hours
  • Set up, install, and maintain client routers and VPN applications
  • Deploy proprietary software on client workstations and/or servers
  • Educate new clients on utilizing our software effectively
  • Troubleshoot issues reported by eAgent clients
  • Document information from support interactions in Service Cloud
  • Conduct online demonstrations of our software for potential clients
  • Perform quality assurance (QA) testing
  • Assist with internal systems administration tasks

Success Factors

Successful candidates typically exhibit:

  • A strong commitment to accuracy, attention to detail, organization, confidentiality, and humility
  • A desire to exemplify DCI's core values of integrity, passion, customer service, innovation, and engagement
  • A calm demeanor, even under pressure
  • Excellent listening skills in communication
  • An analytical mindset with strong problem-solving abilities
  • A dedication to teamwork and collaboration
  • A high regard for accountability and ownership of one's work
  • The ability to thrive in a fast-paced environment and make responsible decisions
  • Persistence in ensuring tasks are completed correctly
  • A positive and enthusiastic outlook
  • A talent for constructive and solution-focused conflict resolution
  • A personal interest in supporting criminal justice and law enforcement agencies

Qualifications

This position may be ideal for you if you:

  • Hold a minimum of a Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a related field (relevant work experience may substitute for educational requirements)
  • Have 1-2 years of experience in a technical support role (preferred, but not mandatory)
  • Possess a solid understanding of computers and operating systems
  • Have a strong grasp of information technology, database management, and software development principles
  • Have a foundational understanding of core networking concepts (e.g., subnetting, VPN, VLANs) and network security
  • Exhibit a keen interest in ongoing learning about new technologies and their applications in networking and security
  • Understand the Software Development Life Cycle (SDLC) from inception to delivery
  • Have experience with enterprise-level networking equipment (e.g., Cisco) through education or hands-on experience
  • Possess Cisco certifications or other networking credentials (preferred, but not required)
  • Have some experience with SQL (preferred, but not required)
  • Have utilized XML for configuration tasks (preferred, but not required)
  • Have knowledge of the public safety or criminal justice sector (preferred, but not required)
  • Exhibit excellent command of the English language, both written and verbal, along with strong interpersonal skills
  • Are available to work from 8 am - 5 pm EST, Monday - Friday, including rotational on-call duties (mandatory)
  • Are able to pass rigorous fingerprint-based state and federal background checks, as required by the agencies we serve (mandatory)
  • Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

Benefits

We have high expectations, but we also offer substantial rewards.

  • Competitive salary based on experience
  • Comprehensive Medical, Dental, & Vision insurance options for you and your family; coverage begins the first of the month following your hire date
  • Flexible Spending Account (FSA) for health-related expenses
  • Company-sponsored Group Life / AD&D Insurance
  • Supplemental insurance options: life, AD&D, short and long-term disability, accident, critical illness, and hospital indemnity coverage
  • Up to 3% matching retirement contributions with no vesting schedule
  • 15 days of paid time off (PTO) annually; front-loaded for immediate use
  • 12 paid holidays each year
  • Paid Maternity/Paternity Leave
  • Flexible scheduling policy focused on work/life balance
  • Opportunities for fully remote and hybrid work arrangements
  • Reimbursement for approved business-related travel and professional development expenses
  • And most importantly, a fulfilling work environment. We pride ourselves on an award-winning company culture that is welcoming, enjoyable, collaborative, and supportive.

Application Process:

  • Follow the link below to initiate your application
  • Submit an updated resume in PDF format
  • Include a cover letter
  • Be ready to provide contact information for three professional references
  • Monitor your email, including your spam folder, as this will be our primary means of communication.