Software Support Representative Tier I (Graveyard Shift)

Description

Are you looking to kickstart your career and learn valuable skills? Do you want your work to be fulfilling and impactful while you support emergency dispatchers across the world to help save lives? Look no further than joining Priority Dispatch Corporation! This role is eligible for our full host of benefits such as health, dental, vision, legal, and pet insurance, PTO, 401K with company matching, and so much more with an award winning workplace culture! Come see why our teams love working here! We're based out of downtown Salt Lake City, Utah.  

Job Summary:

The Software Support Representative Tier 1 is responsible for responding to support requests, documenting the troubleshooting process, and ensuring client needs are met. This is a remote position, specifically for After-Hours Support, requiring work between 6 PM-6 AM MST, either Sunday-Tuesday or Wednesday-Friday, with every other Saturday. During the training period, the role requires working standard business hours until proficiency is achieved, after which the after-hours schedule will commence.

Responsibilities:

• Work independently during the After-Hours schedule (6 PM-6 AM MST).
• Occasionally attend training sessions and meetings in the office during business hours.
• Answer support phone calls, assisting clients with tier-1 software-related issues.
• Respond promptly to customer emails and requests.
• Assist with Tier 1 client needs via Salesforce, following departmental policies.
• Escalate issues to higher-tier representatives or development teams as needed.
• Participate in one-on-one coaching sessions with the Department Supervisor.
• Engage in training activities, such as listening to calls, reviewing case history, and testing logic.
• Develop help center content for customers.
• Create bug reports for QA/DEV, test ALPHA & RC fixes, and write proofs with the Department Supervisor.
• Perform other duties as assigned.

Qualifications

Qualifications:

• 1 – 2 Years of software support experience is required

Essential Job Functions

• Adhere to software support departmental policies.
• Maintain a great attendance record.
• Achieve an average score of 2.0 or higher for all defined basic skills.
• Answer phone calls and close support cases at a reasonable frequency as determined by management.
• Attend team meetings.
• Be able to work the graveyard shift and rotating weekends.

Physical and Other Requirements:

• This is a typical office job that requires the ability to sit for long periods of time at a desk with occasionally moving, standing, and walking.
• Requires rapid use of arms, hands, or fingers, in handling or manipulating objects, or operating equipment, tools, and/or instruments requiring fine eye-hand coordination.
• Work environment is composed of moderate noise (examples: business office with computers and printers, light traffic)

Our Company:

As one of Utah's Top Places to work, Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of consulting, training, and software products for the public safety market. Priority Dispatch is based in the U.S. in downtown Salt Lake City, Utah. We offer a comprehensive benefits package including medical, dental, and matching 401(k) programs, etc.

Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire, and Medical emergency dispatching. We incorporate the Emergency Priority Dispatch System® approved by the International Academies of Emergency Dispatch in all our products. PDC offers multi-agency emergency dispatching ProQA® software, as well as a card-set version, AQUA® quality improvement software, training, consulting, and Academy accreditation support. www.prioritydispatch.net  

Equal Employment Opportunity Employer Click here to view the Federal EEO poster: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf