SmartCOP, a division of Harris, is looking for an energetic and highly motivated team player to join our growing organization. As the Level 1 Software Support Specialist you are responsible for handling inbound support calls that require troubleshooting issues, researching customer information, and responding to general questions for all SmartCOP products.
Please note that although we are currently working remotely due COVID-19, this applicants will need to be able to work from our Pensacola, FL office once it opens back up
As a Software Support Specialist you will be the front-line point of contact for our customer base. You will need to deliver a positive customer experience with interactions via phone, chat, and email.
You will ensure each case that is handled meets the quality and procedural expectations of internal and external customers. You will be troubleshooting to isolate the root cause of an issue, with the end goal of finding a resolution. We value team members who can communicate clearly and concisely, and who work to build a positive and enjoyable workplace.
What will be your impact:
Monitor and answer incoming support calls and emails
Resolve issues when possible and escalate to the appropriate team if needed
Use existing documentation as a baseline for troubleshooting
Maintain Client Relationships
Create and provide support documentation and webinars; may provide sales demos.
Help deploy software upgrades
Multitasking through multiple systems while troubleshooting with customers
Act as the primary point of contact for the customer
Effectively communicate technical information with your team members and customers alike
Diagnose and provide a path to resolving technical issues
Proactively identify ways to avoid recurrence of customer issues by regularly improving processes, technical articles, and procedures
What we are looking for:
Experience troubleshooting in a technical support environment
Technical Associate Degree and/or 1 - 2 years related experience in one or more of the following fields: Customer Service/Support Environment, Information Technology/Help Desk
Basic computing and networking knowledge
Ability to relate somewhat complex technical concepts to everyday users
Excellent customer service skills and interpersonal skills
Good time management and prioritization skills
Experience in a Windows environments
Schedule flexibility for rotating 24/7 on-call schedule to handle questions via the phone, chat, and email, addressing both hardware and software related issues
Technical Skills that will help:
SQL
Windows Server
Windows Powershell
JIRA Service Desk
The ability to research and troubleshoot software and technical problems
What we offer:
401(k) plan
Generous vacation policy
Health, dental, vision, life and disability insurance
A casual work environment
Lifestyle rewards perk of $325 annually
About us:
SmartCOP, Inc. was founded in 1988 and incorporated in 1999. Headquartered in Pensacola, Florida, SmartCOP has a simple, yet very important mission: maximize public safety by providing real-time information through integrated software solutions for law enforcement officers, firefighters, EMS personnel, dispatchers, and report takers.We accomplish this mission by offering system development, implementation, and support services for a fully integrated suite of public safety products including Computer Aided Dispatch (CAD), Records Management System (RMS), Mobile Computing with Field Based Reporting (MCT & FBR), and Jail Management System (JMS).Many of our employees have decades of experience in the public safety. Their years of experience help establish our company’s path.
