A Day in the Life:
- Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
- Provide exceptional customer service via phone, email, and screen share tools
- Collaborate with Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed
- Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
- Provide guidance to customers on installing Alertus solutions
- Collect and analyze detailed information to categorize and document requests
- Proactively analyze recurring issues and create innovative solutions
- Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolution
- Research open issues thoroughly and quickly address those issues toward an accurate resolution
Required Skills:
- Strong problem-solving and analytical skills
- Excellent communication & interpersonal skills
- Familiarity with hardware, software, & network technologies
- Ability to work independently & as part of a team
- Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
- Strong customer service mindset
- Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLS
- Ability to multitask & prioritize workload in a fast-paced, ever changing environment
- Basic knowledge of IT security principles and policies that impact network environments
- Experience in troubleshooting Windows systems
Desired Skills:
- Understanding of Windows, Linux and MacOS Administration
- Ability to develop expertise in application support involving REST and API integrations
- Familiarity with Windows Workstation Deployment and Administration
- Experience with supporting web applications
Education and Experience:
- Bachelor’s Degree in Information Technology, Computer Science, or related field
- 0-2 years experience in a Technical Support positon
- Net+, Security+, or similar certification is a plus
Alertus Career Advantages:
- Paid Time Off
- Paid Holidays
- 401(k) Retirement Plan
- Medical, Dental, and Vision Plans
- Short-term Disability, Accident, Hospital, and Cancer Insurance
- Live Near Your Work Homebuying Incentive Program
- Employee Referral Bonuses
- Flex Scheduling
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What We Do
Alertus - Redefining Mass Notification for 20+ Years
Our Mission is to enable organizations to disseminate information to help protect lives, secure assets, and maintain business continuity.
OUR MISSION IS PERSONAL.
We are committed to providing customizable, scalable, and cost-effective mass notification solutions because we know even a few seconds of warning can help save lives during an emergency.
In 2001, an F3 tornado ripped through the University of Maryland campus. There was no warning, and two students — sisters — were killed. The tornado caused dozens of injuries and millions of dollars in damages.
An idea was born to engineer a mass notification solution that can be implemented anywhere and activated quickly to help prevent another tragedy.
Alertus was founded in 2002 and has focused its efforts on developing superior lifesaving notification solutions ever since.
Alertus' dedicated teams of safety, security, and technology leaders are committed to continuously raising the bar for mass notification. Our technology is state of the art, with interoperable software solutions that help tie legacy systems into our next-generation audible and visual notification hardware.
It's not enough for us for our customers to have our products. As their trusted partner in mass notification, we want to ensure customers are at peak readiness with the training and support they need to get critical notifications out at a push of a button. We offer pre-sales professional services, ongoing customer training, and 24/7 customer support.
