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Technical Support Specialist
3 months ago
Who We Are
For more than 45 years, Versaterm has defined the future of public safety software, delivering success to agencies, large and small, with an end-to-end ecosystem of solutions from community engagement to case closure. Versaterm's dedication to public safety is demonstrated by an unwavering commitment to customer satisfaction, development of innovative software solutions powered by advanced technologies, and a team dedicated to making a difference in the lives of those sworn to serve.
This is an exciting time for us
We're currently experiencing significant growth, with increased sales and installations of our public safety products. So, join us as we continue to be innovative, focusing on creative, seamless solutions that allow our customers to focus on the communities they serve.
The Role
CI Technologies, powered by Versaterm, is hiring a Technical Support Specialist to provide first-tier technical support for application software on Windows/Linux OS and Microsoft SQL databases, resolving issues and ensuring timely, effective communication with clients. They will manage multiple tasks, participate in on-call rotations, and collaborate with various teams to maintain seamless service and positive customer experience.
What You'll Bring
- Degree in a related field or previous experience using / supporting IAPro, BlueTeam and/or other CI Technologies applications
- Familiarity with administration of Windows servers.
- Working knowledge of server hardware and network configurations.
- Ability to troubleshoot application and database issues.
- Excellent interpersonal and communication skills.
- Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
- Strong analytical and problem-solving skills.
- Ability to work independently and in a team environment.
- Demonstrated ability to maintain a positive, professional attitude.
What You'll Do
- Diagnose and resolve technical issues, providing first-tier support for application software and legacy systems on Windows/Linux OS and Microsoft SQL databases.
- Respond to client requests, manage and prioritize multiple tasks, and ensuring timely and effective communication.
- Build positive relationships with clients, transforming potential negative situations into positive customer experiences.
- Demonstrate product knowledge through self-study and provided resources, adapting to changing products and environments.
- Provide systems management and technical support for operating systems, database administration, server, and workstation support.
- Participate in on-call rotations for urgent after-hours requests and Cloud updates.
- Use basic SQL database administration skills and JavaScript familiarity to diagnose errors.
- Collaborate with Help Desk staff and other teams to resolve customer inquiries and document interactions for transparency.
- Contribute to and update the company's knowledge base, conduct training sessions, and follow company policies and procedures.
- Meet established service measurements and metrics, performing additional duties as assigned.
- Identify and meet established service measurements and metrics.
- Collaborate with other teams and Business Units to resolve issues pertaining to our software applications.
- Contribute to and update content in CI Technologies' knowledge base.
- Conduct occasional training with Customers and fellow employees.
- Follow documented Versaterm policies and procedures.
- Perform other duties as assigned.
Equal Opportunity
Versaterm is committed to building and supporting inclusion, diversity, equity, and sustaining a barrier-free environment. Accommodations are available, on request, throughout all aspects of the selection process. These principles apply to the terms and conditions of employment at Versaterm. For detailed information on our accessibility policies, please contact
