Technical Support Representative I

This is a fully remote position, open to applicants in Florida, +12 more states.

📋 Description

• **Are you the candidate we seek?**

• Diverse Computing, Inc. is on the lookout for a motivated Technical Support Representative to become a part of our technical support team. This full-time, salaried, nonexempt position can be performed remotely or in the office. The ideal candidate will share our pride in providing exceptional customer support and user-friendly software for those dedicated to serving and protecting the public. Our clients and colleagues are fully committed to being a vital part of the solution-oriented development and enhancement of public safety software relied upon by agencies across the United States. Our steadfast commitment to customer service and technical support is a key factor in our ongoing business success.

• This role emphasizes close collaboration with our clients to thoroughly understand and address their business processes and technical requirements related to our products. Besides assisting with our software solutions, the successful candidate will also support clients with enterprise-level networking equipment. We are in search of someone passionate about assisting others and eager to continuously learn about our clients, products, networking, and security.

• **A little about us.**

• At Diverse Computing, we are dedicated to making a positive impact. Our mission is to deliver innovative solutions that enhance the effectiveness and security of the public safety sector. In essence, we develop software that serves a higher purpose beyond just generating profit.

• Picture working for a company where you can take ownership of your projects, actively participate in collaborative innovation, and play a crucial role in software designed to enhance public safety. At Diverse Computing, these are not merely buzzwords; they reflect our daily reality, and we take pride in it!

⛳️ Requirements

• **As a Technical Support Representative at DCI, you will be responsible for:**

• Learning our software in detail.

• Providing phone and email support to our customers nationwide for all Diverse Computing products.

• Entering, monitoring, and managing incoming support tickets.

• Being available for on-call duties outside of regular working hours on occasion.

• Configuring, installing, and maintaining customers’ routers and VPN applications.

• Installing proprietary software on customers' workstations and/or servers.

• Training new customers on how to navigate and utilize our software.

• Troubleshooting issues reported by eAgent clients.

• Documenting information from support calls in Service Cloud.

• Conducting online demonstrations of our software to potential customers.

• Performing quality assurance (QA) testing.

• Assisting with internal systems administration responsibilities.

• **Success factors usually include:**

• A strong commitment to accuracy, attention to detail, organization, confidentiality, and humble confidence.

• A desire to lead by example, embodying DCI's core values of integrity, passion, customer service, innovation, and engagement.

• Maintaining a calm demeanor even under pressure.

• The ability to listen attentively when communicating with others.

• An analytical mindset combined with excellent problem-solving abilities.

• A dedication to teamwork and collaboration.

• A strong sense of responsibility and ownership over one’s work and actions.

• The capacity to thrive in a fast-paced environment and show responsible decisiveness.

• Persistence in ensuring tasks are completed correctly.

• A positive, enthusiastic attitude that seeks the silver lining.

• A talent for effective and solution-oriented conflict resolution.

• A personal interest in supporting criminal justice and law enforcement agencies.

• **Qualifications**

• **This position may be a fit for you if you:**

• Hold a Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a similar field (related work experience may substitute for educational qualifications).

• Have 1-2 years of experience in providing some level of technical support (preferred but not required).

• Possess a solid understanding of computers and operating systems.

• Have a strong grasp of information technology, database management, and software development principles.

• Hold a fundamental understanding of core networking concepts (such as subnetting, VPN, VLANs, etc.) and network security.

• Are interested in continuous learning about new technologies and their potential applications in networking and security.

• Have a general understanding of the Software Development Life Cycle (SDLC) from inception to delivery.

• Have experience with ASA, particularly in updating configurations.

• Have familiarity with enterprise-level networking equipment (e.g., Cisco) through education or hands-on experience.

• Hold Cisco certifications or other networking credentials (preferred but not required).

• Have some experience with SQL (preferred but not required).

• Have utilized XML for configuration tasks (preferred but not required).

• Possess knowledge of the public safety or criminal justice sector (preferred but not required).

• Have excellent command of the English language, both written and verbal, along with strong non-verbal communication and interpersonal abilities.

• Are available to work from 8 am to 5 pm EST, Monday to Friday, as well as participate in rotational on-call duties during off hours (mandatory).

• Reside in one of the following states: FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA (preference will be given to candidates living near Tallahassee, Florida).

• Are able to successfully pass thorough fingerprint-based state and federal background checks, as required by the national agencies we partner with (mandatory).

• Do not require sponsorship to work in the U.S.; sponsorship is not available for this role.

🏝️ Benefits

• **We demand a lot, but we also offer a lot in return.**

• Competitive salary (based on experience).

• Comprehensive coverage options for Medical, Dental, & Vision insurance for you and your family; coverage begins on the 1st of the month following your hire date.

• Flexible Spending Account (FSA) available for health-related expenses.

• Company-sponsored Group Life/AD&D Insurance.

• Options for supplemental insurance: life, AD&D, short and long-term disability, accident, critical illness, and hospital indemnity coverage.

• Up to 3% matching SIMPLE IRA retirement contributions, with no vesting schedule.

• 15 days (3 workweeks) of annually accrued PTO, front-loaded for immediate use; additional days awarded at service milestones starting at 3+ years.

• 12 paid holidays each year.

• Paid Maternity/Paternity Leave.

• A flexible scheduling policy that focuses on work/life balance.

• Fully remote and hybrid (office/remote) work opportunities.

• Reimbursement for approved business-related travel and professional development expenses.

• Last but not least, a love for your job! Join an award-winning company culture that is welcoming, enjoyable, collaborative, and supportive.