Support Engineer II

This is a remote position.

About First Due
First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation.

• Answer and respond to incoming customer phone calls, emails, or portal tickets
  
• Provide professional and helpful technical support to customers via phone, chat, and tickets
  
• Meet corporate SLAs
  
• Prioritize and manage multiple open tasks at one time
  
• Identify scope and priority of items under review
  
• Utilize available resources to resolve customer issues
  
• Logically troubleshoot, resolve, and document technical issues related to our software products
  
• Collaborate with cross-functional teams to deliver timely resolution of customer issues
  
• Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary
  
• Ensure root cause analysis is carried out where necessary
• Stay updated on product features and updates to provide accurate and timely support to clients
  
• Continuously improve and optimize our technical support documentation, processes, and procedures
  
• Facilitate internal and client facing meetings
  
• Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles
  
• Holiday and after-hours coverage rotation

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities required of this role.

• This is a remote role, but the employee does need to be located in the US
  
• 3-5 years of product support and customer service experience
  
• Experience in both voice and non-voice support
  
• Experience in SaaS software product support
  
• Excellent interpersonal, communication and collaboration skills
  
• Experience working on CRM tools & suites like Zoho and Salesforce
  
• Experience with SQL is preferred
  
• Experience with public safety software is helpful but not required
  
• Strong technical and problem-solving skills
  
• Ability to articulate simple or complex problems
  
• Ability to work independently or as part of a team
  
• Strong analytical and organizational skills
  
• Demonstrated telephone etiquette

All applicants must be authorized to work for any US employer in the United States. Locality Media Inc. is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media Inc. participates in E-Verify.

Physical Demands and Work Environment
This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com .

Working at First Due
First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.

If you are a resident of California, Colorado, New Jersey, New York, or Washington, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

Locality Media Inc. dba First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.

When you apply for a role at Locality Media, Inc. dba First Due, we will collect some personal data, including information from your application, resume, or LinkedIn profile. This information is used during the interview and candidate evaluation process for opportunities at First Due and is only shared internally. Please review our candidate privacy notice here