Technical Support Representative I

Role Overview

Are you the one we’re looking for?

Diverse Computing, Inc. is looking for a highly driven Technical Support Representative to join our technical support team. This is a full-time, salaried, nonexempt position that can be performed remotely or in office. The ideal candidate will be as proud as we are to have the privilege of delivering unmatched customer support and user-friendly software for those who protect and serve the public. Our clients and fellow employees are fully engaged in being an integral part of solution-oriented development and improvement of public safety software that agencies throughout the United States rely on. Our unwavering customer service and technical support is one of the main reasons for our continued business success.

The focus of this position is to work closely with our clients to fully understand and support their business processes and technical needs as it pertains to our products. In addition to supporting our software solutions, the successful candidate will have the ability to assist clients with enterprise level networking equipment and support. We are seeking someone with a passion for helping. Someone with an interest in continuously learning about our clients, products, networking, and security.

Get to know us a little.

At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit.

Imagine working for a company where you get to take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren’t just catch phrases… they are part of our everyday reality, and, yes, we’re proud of it!

Requirements

As a DCI Technical Support Representative, you will:

• Learn our software inside and out
• Provide phone and email support to our nationwide customers for all Diverse Computing products
• Enter, monitor, and maintain incoming support tickets
• Periodically be on-call outside of normal working hours
• Configure, install, and maintain customers’ routers and VPN applications
• Install proprietary software on customers' workstations and/or servers
• Train new customers on how to use our software
• Troubleshoot issues reported by eAgent clients
• Record information from support calls into Service Cloud
• Perform on-line demos of our software to prospective customers
• Perform quality assurance (QA) testing
• Assist with internal systems administration tasks

Success factors generally include a/an:

• High degree of pride in accuracy, attention to detail, organization, confidentiality, and humble confidence
• Desire to lead by example through living the DCI core values of integrity, passion, customer service, innovation, and engagement
• Calm demeanor even when under a decent amount of pressure
• Ability to truly listen when communicating with others
• Analytical mindset with excellent problem-solving skills
• Dedication to teamwork and cooperation
• High regard for taking responsibility and ownership of one’s own work and actions
• Knack for thriving in a fast-paced environment and demonstrating responsible decisiveness
• Persistence in getting the job done right
• Positive, enthusiastic “look on the bright side” attitude
• Talent for productive and solution-oriented conflict resolution
• Personal passion for, or interest in, supporting criminal justice and law enforcement agencies

Qualifications

This job might be for you, if you:

• Have a Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a similar degree program (related work experience may be substituted for educational requirement)
• Have at least 1-2 years of experience with providing some level of technical support (preferred, but not required)
• Have a firm understanding of computers and operating systems
• Have a strong understanding of information technology, database management, and software development concepts
• Have at least a base level understanding of core networking concepts (i.e. subnetting, VPN, VLANs, etc.) and network security
• Have an interest in continual learning about new technologies and how those can be adapted into networking and security
• Have a general understanding of the SDLC from conception to delivery
• Have some ASA experience with updating configurations and keeping them up to date
• Have some experience with enterprise level networking equipment (ie Cisco) either through schooling or actual hands-on experience
• Have Cisco certifications or other networking certifications (preferred, but not required)
• Have some SQL experience (preferred, but not required)
• Have utilized XML for configuration work (preferred, but not required)
• Have knowledge of the public safety or criminal justice industry (preferred, but not required)
• Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
• Are able to work from 8am
• 5pm EST, Monday
• Friday, as well as rotational on-call duties during off hours (mandatory)
• Currently reside in one of these states: FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA (Preference will be given to candidates residing in or near Tallahassee, Florida)
• Are able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
• Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

Tech Stack

• Cloud
• SDLC
• SQL

Benefits

**We ask a lot, but we give a lot in return. **

• Competitive salary (dependent on level of experience)
• Generous coverage options for Medical, Dental, & Vision insurance for you and your family; begins 1st of month after date of hire
• Flexible Spending Account (FSA) for health-related expenses
• Company sponsored Group Life / AD&D Insurance
• Supplemental insurance options: life, AD&D, short and long term disability, accident, critical illness, and hospital indemnity coverage
• Up to 3% matching SIMPLE IRA retirement contributions; no vesting schedule
• 15 days (3 workweeks) of annually earned PTO, front-loaded for immediate availability; additional days awarded at service milestones starting at 3+ years
• 12 paid holidays annually
• Paid Maternity/Paternity Leave
• Work / Life balance-centered Flex Scheduling policy
• Fully remote & hybrid (office/remote) work opportunities
• Reimbursement of approved business-related travel and professional development expenses
• Last, but not least, loving your job! An award-winning company culture that’s welcoming, fun, collaborative, and supportive