Harris Computer Systems

L1 Support Tech

US-FL-Pensacola
3 weeks ago(1/2/2018 9:20 AM)
Job ID
2017-3881
Company
SmartCOP
Category
Client Support

Position Overview

SmartCOP

 

The Level 1 Support Tech is responsible for handling inbound support calls that require troubleshooting issues, researching customer information, and responding to general questions for all products. As a Tier 1 technical you will be troubleshooting to isolate the root cause of an issue which leads to a resolution. You will need to deliver great customer experiences with interactions over the phone, chat and via email and ensure each case that's handled meets the quality and procedural expectations of internal and external customers.

 

We highly value team members who are able to communicate clearly and concisely, and who work to build a positive and enjoyable workplace.

Primary Functions

  • A positive “Can Do” Attitude
  • A passion for customer service and technology
  • Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
  • Ability to relate somewhat complex technical concepts to everyday users
  • Desire to grow, learn and to ask questions
  • Excellent customer service skills
  • Strong verbal, written, and organization skills
  • Superior time management and prioritization skills
  • Ability to navigate in a Windows environments
  • Excellent attention to detail
  • Excellent interpersonal skills
  • Must be to act independently, when required, and be self-motivated
  • 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
  • Multitask through multiple systems while troubleshooting with customers
  • Act as the last point of contact for the customer
  • Report/escalate new issues
  • 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
  • Interface with local team management and internal and external partners
  • Will have high visibility and interaction with the client

Qualifications

  • Experience troubleshooting technical support
  • Technical Associate Degree and/or 1–2 years related experience in on or more of the following fields
  • Customer Service/Support Environment
  • Information Technology/Help Desk
  • Basic Computing and Networking

Company Overview

SmartCOP, Inc. is a public safety software business engaged in system development, implementation, and support services for a fully integrated suite of products including Computer Aided Dispatch (CAD), Records Management System (RMS), Mobile Computing with Field Based Reporting, and Jail Management System (JMS).

Headquartered in Pensacola, Florida, SmartCOP actively and successfully competes in all size markets, with products that scale from an agency of ten officers to thousands of officers. Agencies all across the United States depend on SmartCOP and they have seen the benefits of a fully-integrated, single source solution. The system’s ability to furnish information through a single database reduces redundant data entry and improves information flow. Users of the SmartCOP system find that it enhances agency efficiency, improves response times, and improves officer and citizen safety in a cost effective manner.

SmartCOP is a division of Harris Computer Systems, a member of the Constellation Software Inc. group of companies. Constellation Software is a rapidly growing conglomerate of vertical market software (VMS) companies, each focused upon dominating its respective market niche. Constellation's growth is based on a simple strategy: identify promising VMS firms, acquire them, and then integrate them into the Constellation family while building on their fundamental strengths to help them become world class organizations.


Harris is an EEO/AA/Disability/Veteran employer.

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