Technical Support Specialist

5 days ago

Derwood, Maryland, United States Silent Beacon LLC Full time
Job Title: Technical Support Specialist

Company Description: Silent Beacon, LLC (SBL) is a leading provider of innovative safety and emergency alert products for consumers and businesses. Our mission is to deliver immediate aid to those in need through wireless alert devices and tracking applications.

Job Summary:

We are seeking a skilled Technical Support Specialist to join our team and provide advanced technical assistance to our customers. The successful candidate will be responsible for 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 teams 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.
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) matching.
  • Cell phone reimbursement.
  • Dental insurance.
  • Health insurance.
  • Health savings account.
  • Parental leave.
  • Travel reimbursement.
  • Vision insurance.
Work Schedule:

Monday to Friday.

Work Location:

Hybrid remote in Rockville, MD 20850.

Job Type:

Full-time.

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