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Evolve · 15 hours ago

Technical Support Associate (Mon-Fri: 6am - 2pm EST)

Waltham, Massachusetts, United States

Full-time

Hybrid

New Grad, Entry Level

$24/hr - $26/hr

Evolv is looking for a Technical Support Associate to join our steadily growing team. In this role, you will interact and support customers, partners, and field service engineers while helping to maintain safety through Evolv's technology. Your main responsibilities will include diagnosing and resolving technical issues, providing exceptional customer support, and documenting interactions in the support platform.

HospitalityTourismTravelVacation Rental

H1B Sponsor Likely

Responsibilities

Participate in EvolvED our new hire training orientation

Participate in our technical product training session

Learn and understand the product, and product issues enough to assist with customer support

Shadow the rest of the support team working on customer issues

Assist with scheduled remote system upgrades and maintenance

You will be a noticeable contributor to support tickets and able to handle common problems on your own

Proficient in the tools and diagnostics procedures to work independently on customer issues

Able to identify issues that need to be escalated for more involved troubleshooting

A trusted support resource, able to determine/resolve common support issues and reliably respond to requests when needed

Able to support Evolv security systems and adjacent products, including integration with 3rd party security applications and platforms

Understanding of common troubleshooting practices and techniques

Use of Service Cloud or similar service platforms to manage and document issues

Accurately diagnose and resolve technical issues promptly

Implement solutions that address the root cause of problems to prevent future occurrences

Clearly articulate complex technical concepts to customers and partners

Maintain strong, clear communication channels with all stakeholders

Provide exceptional support, anticipating and addressing customer needs proactively

Build and maintain strong, trust-based relationships with customers

Accurately document technical issues and resolutions in the Evolv Service and Support Platform

Maintain comprehensive records of customer interactions and issue tracking

Display persistence and follow-through with necessary parties until a resolution is reached

Prioritize tasks and adapt strategies effectively in a fast-paced environment

Display an insatiable appetite for learning and personal development

Stay updated with the latest technologies and industry trends to enhance service quality

Continuously seek ways to improve technical skills and service delivery

Act with integrity and demonstrate an unwavering commitment to compliance with to the letter and spirit of the Evolv Code of Conduct and other company policies as well as all applicable laws and regulations

Qualification

Technical ExpertiseDiagnostic SkillsService CloudCustomer SupportEffective CommunicationDetail-Oriented DocumentationResilienceGrowth Mindset

Required