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Technical Support Representative (Fully Remote)

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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!

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: CT, FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA
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

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

How to apply:

Click on the link below to start the application process
Provide an updated resume as a PDF document
Include a cover letter
Be prepared to provide contact information for three (3) professional references
Keep an eye on your email and its spam folder since that will be our primary method of communication

Average salary estimate

$60000 / YEARLY (est.)

min

max

$50000K

$70000K

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What You Should Know About Technical Support Representative (Fully Remote), Diverse Computing

Are you ready to take your technical support skills to the next level? Join Diverse Computing, Inc. as a Technical Support Representative! This fully remote position offers the flexibility to work from anywhere while contributing to software solutions that protect and serve the public. You'll dive deep into our products, providing top-notch support to clients who rely on our innovative software for public safety. Your day-to-day will involve answering phone and email queries, resolving issues, and managing incoming support tickets, all aimed at ensuring customer satisfaction. We place a strong emphasis on understanding our clients’ needs, so being able to communicate effectively and listen actively is key. As part of our close-knit team, you'll also assist with enterprise-level networking equipment, providing you with a variety of tasks to keep you engaged and learning continuously. With your analytical mindset and passion for technology, you’ll play a vital role in our mission to enhance public safety. Think you can rise to the challenge? At Diverse Computing, we believe in not only delivering great products but also nurturing a rewarding and supportive work environment. If you’re ready to be part of a team that takes pride in its work and fosters professional growth, we'd love to hear from you!

Frequently Asked Questions (FAQs) for Technical Support Representative (Fully Remote) Role at Diverse Computing

What are the primary responsibilities of a Technical Support Representative at Diverse Computing, Inc.?

As a Technical Support Representative at Diverse Computing, Inc., your main responsibilities will include providing phone and email support to our clients, managing and maintaining incoming support tickets, configuring and installing customers' routers and VPN applications, and facilitating training sessions for new clients. You’ll also troubleshoot technical issues, perform quality assurance testing, and assist with internal systems administration tasks to ensure our software is functioning optimally.