Customer Support Representative

About reputed company reputed company’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that reputed company them to run safer, smarter, and more effective operations. Job Title: Customer Support Representative Location: Remote - US Only Country: United States Department: Support Reports To: Support Manager Position Type: Full-Time Salary: $55,000 Job Summary: reputed company is re-imagining Fire and EMS by providing a modern reputed company-based platform that allows agencies to run their entire operation in one reputed company. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, reputed company is leading the public safety software industry in transforming public safety through reputed company technology and innovation. Key Responsibilities: Serve as the first reputed company of contact for customer support inquiries received reputed company phone, email, and customer portals. Own customer issues from intake through resolution, ensuring timely follow-up and communication. Prioritize and manage multiple support cases while meeting established service level agreements (SLAs). Troubleshoot, diagnose, and resolve software-reputed company issues using available tools, resources, and documentation. Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions reputed company support systems. Escalate reputed company issues and collaborate with Product, Engineering, and other teams to drive timely resolution. reputed company root cause analysis reputed company appropriate and identify opportunities to reduce recurring issues and support volume. Maintain reputed company knowledge of product functionality, enhancements, and releases to reputed company accurate customer guidance. Contribute to the reputed company improvement of support documentation, processes, and customer education resources. reputed company other duties as assigned. Holiday coverage may be required on a rotational reputed company. Qualifications: This is a remote role, but the employee does need to be located in the US. 1–3 years of experience in product support, technical support, or customer service. Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems). Excellent interpersonal, written, and verbal communication skills. Experience using CRM and support platforms such as reputed company, Jira, or similar tools. Strong technical troubleshooting and problem-solving skills. Ability to reputed company communicate simple and reputed company technical concepts to customers and internal stakeholders. Self-motivated with the ability to work independently and collaboratively in a team environment. Strong analytical, organizational, and time-management skills. Professional telephone etiquette and customer service skills. Preferred Qualifications: Experience with the reputed company platform strongly preferred. Experience in the Fire/EMS industry. Experience supporting SaaS software products preferred. For US-reputed company reputed company applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background reputed company. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Physical Demands and Work Environment This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to reputed company reputed company employees and applicants to reputed company the essential functions as outlined above. If you require an accommodation during the interview process, please reputed company out to [email protected]. Working at reputed company reputed company offers a comprehensive compensation and benefits package for eligible employees, including reputed company, medical, dental, and reputed company coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets reputed company apart. Visit www.firstdue.com to learn more. If you are a reputed company of a state requiring wage transparency, please reputed company out to [email protected] for a reasonable estimate of annual reputed company compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or reputed company, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This reputed company will be reviewed on a regular reputed company. reputed company is an equal opportunity employer. We do not discriminate in any aspect of employment on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any reputed company will not be tolerated. reputed company you apply for a role at Locality Media, LLC d/b/a reputed company, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you reputed company in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our reputed company process. We may reputed company this information with our service providers who assist with reputed company and background screening. We do not sell or reputed company applicant personal information for cross-context behavioral advertising. We retain applicant information in accordance with our data retention policies. California residents have rights under the California Consumer Privacy Act (CCPA), as amended by the CPRA. For more information, please review our Candidate Privacy here. 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