Technical Support Analyst II
Alertus TechnologiesBaltimore, Maryland, United States
Posted January 31, 2025
64000 - 80000 USD year
Full Time
About the Company
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.
Job Description
We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. The Technical Support Analyst I will report to the Technical Support Manager and will be a key player in bringing our mission to life.
Requirements
- Answer incoming Support calls
- Research, analyze & resolve Alertus hardware & software issues escalated from lower-tiered support
- Support lower-tiered Support Analysts assisting customers via phone, email, and screen share
- Collaborate with Support Lead & colleagues to identify, diagnose, & resolve software or hardware issues
- Prioritize assigned cases & escalate to higher-tiered support or Support Lead as needed
- Support colleagues during testing, troubleshooting, and problem replication phases of product life cycles
- Provide guidance to customers on installing & configuring Alertus solutions
- Collect & analyze detailed information to categorize and document requests
- Create, review & update knowledge base articles for both internal and customer use
- Conduct Assurance Reviews with Alertus customers
- Leverage knowledge & experiences to grow the Alertus knowledge base
- Leverage skills in technical leadership / case management
Benefits
- Unlimited Paid Time Off
- Paid Holidays
- 401(k) Retirement Plan
- Medical, Dental, and Vision Plans
- Short-term Disability, Accident, Hospital, and Cancer Insurance
- Live Near Your Work HomeBuying Incentive
- Employee Referral Bonuses
- Flex Scheduling