What you'll do:
- Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
- Assist in reducing support load by writing and reviewing on-line support materials (FAQ's, How-to’s, Whitepapers, and KB's), sharing best practices, and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.
- Accurately document and update tickets in the tracking systems.
- Maintain communication with the customers on the status of all open tickets
- Proactive follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions.
- Properly escalate unresolved issues to appropriate technology teams
- Provide coaching and mentoring to lower level Technical Support Engineers.
- Work the queues, take calls when the business dictates.
- Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue
What you'll bring:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience in a technical, customer-facing role USA Clients
- Experience or familiarity with providing support for SaaS-based applications, involving Single Sign-On (SSO), Secure File Transfer Protocol (SFTP), and Public Rest APIs.
- Ability to read log files and JSON payloads
- An understanding of data connectors
- Excellent interpersonal communication and customer service skills
- Excellent time-management and organizational skills.
- Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency.
- Ability to work well with escalation management and cross-functional teams on multiple escalated issues.
- Mobile device applications support
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What We Do
Keeping People Safe and Businesses Running. Faster.
Everbridge, Inc. (NASDAQ: EVBG) is a global software company that provides enterprise software applications that automate and accelerate organizations’ operational response to critical events in order to Keep People Safe and Businesses Running™. During public safety threats such as active shooter situations, terrorist attacks or severe weather conditions, as well as critical business events including IT outages, cyber-attacks or other incidents such as product recalls or supply-chain interruptions, over 5,300 global customers rely on the company’s Critical Event Management Platform to quickly and reliably aggregate and assess threat data, locate people at risk and responders able to assist, automate the execution of pre-defined communications processes through the secure delivery to over 100 different communication devices, and track progress on executing response plans.
