Customer Support Representative

<div class="content-intro"><p><strong>About First Due</strong></p> <p>First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.</p></div><h3><strong>Job Title: Customer Support Representative</strong></h3> <p><strong>Location</strong>: Remote - US Only<br><strong>Country</strong>: United States<br><strong>Department</strong>: Support<br><strong>Reports To</strong>: Support Manager<br><strong>Position Type</strong>: Full-Time<br><strong>Salary</strong>: $55,000</p> <hr> <h3><strong>Job Summary:</strong></h3> <p>First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation.</p> <hr> <h3><strong>Key Responsibilities:</strong></h3> <ul> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Serve as the first point of contact for customer support inquiries received via phone, email, and customer portals.</span><span data-ccp-props="{}">&nbsp;</span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="TextRun SCXW31125631 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW31125631 BCX0">Own customer issues from intake through resolution, ensuring&nbsp;</span><span class="NormalTextRun SCXW31125631 BCX0">timely</span><span class="NormalTextRun SCXW31125631 BCX0">&nbsp;follow-up and communication.</span></span><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}">&nbsp;</span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="TextRun SCXW171525533 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW171525533 BCX0">Prioritize and manage multiple support cases while meeting established service level agreements (SLAs).</span></span><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="TextRun SCXW30863679 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW30863679 BCX0">Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation.</span></span><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}"><span class="TextRun SCXW185174500 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW185174500 BCX0">Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems.</span></span><span class="EOP Selected SCXW185174500 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW185174500 BCX0" data-ccp-props="{}"><span class="TextRun SCXW218454901 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW218454901 BCX0">Escalate complex issues and collaborate with Product, Engineering, and other teams to drive&nbsp;</span><span class="NormalTextRun SCXW218454901 BCX0">timely</span><span class="NormalTextRun SCXW218454901 BCX0">&nbsp;resolution.</span></span><span class="EOP Selected SCXW218454901 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW185174500 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW218454901 BCX0" data-ccp-props="{}"><span class="TextRun SCXW247747905 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW247747905 BCX0">Perform root cause analysis when&nbsp;</span><span class="NormalTextRun SCXW247747905 BCX0">appropriate</span><span class="NormalTextRun SCXW247747905 BCX0">&nbsp;and&nbsp;</span><span class="NormalTextRun SCXW247747905 BCX0">identify</span><span class="NormalTextRun SCXW247747905 BCX0">&nbsp;opportunities to reduce recurring issues and support volume.</span></span><span class="EOP Selected SCXW247747905 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW185174500 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW218454901 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW247747905 BCX0" data-ccp-props="{}"><span class="TextRun SCXW228009983 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW228009983 BCX0">Maintain current knowledge of product functionality, enhancements, and releases to&nbsp;</span><span class="NormalTextRun SCXW228009983 BCX0">provide</span><span class="NormalTextRun SCXW228009983 BCX0">&nbsp;</span><span class="NormalTextRun SCXW228009983 BCX0">accurate</span><span class="NormalTextRun SCXW228009983 BCX0">&nbsp;customer guidance.</span></span><span class="EOP Selected SCXW228009983 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW185174500 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW218454901 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW247747905 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW228009983 BCX0" data-ccp-props="{}"><span class="TextRun SCXW66452632 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW66452632 BCX0">Contribute to the continuous improvement of support documentation, processes, and customer education resources.</span></span><span class="EOP Selected SCXW66452632 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></span></span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW185174500 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW218454901 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW247747905 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW228009983 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW66452632 BCX0" data-ccp-props="{}"><span class="TextRun SCXW231081094 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW231081094 BCX0">Perform other duties as assigned.</span></span><span class="EOP Selected SCXW231081094 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></span></span></span></span></span></li> <li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{" data-aria-posinset="1" data-aria-level="1"><span data-ccp-props="{}"><span class="EOP Selected SCXW31125631 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW171525533 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW30863679 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW185174500 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW218454901 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW247747905 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW228009983 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW66452632 BCX0" data-ccp-props="{}"><span class="EOP Selected SCXW231081094 BCX0" data-ccp-props="{}"><span class="TextRun SCXW176694558 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW176694558 BCX0">Holiday coverage may be&nbsp;</span><span class="NormalTextRun SCXW176694558 BCX0">required</span><span class="NormalTextRun SCXW176694558 BCX0">&nbsp;on a rotational basis.</span></span><span class="EOP Selected SCXW176694558 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></span></span></span></span></span></span></li> </ul> <hr> <h3><strong>Qualifications:</strong></h3> <ul> <li>This is a remote role, but the employee does need to be located in the US.</li> <li><span class="TextRun SCXW59926190 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW59926190 BCX0">1–3 years of experience in product support, technical support, or customer service.</span></span><span class="EOP Selected SCXW59926190 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li><span class="TextRun SCXW81341586 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW81341586 BCX0">Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems).</span></span><span class="EOP Selected SCXW81341586 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li><span class="TextRun SCXW51392027 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW51392027 BCX0">Excellent interpersonal, written, and verbal communication skills.</span></span><span class="EOP Selected SCXW51392027 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li><span class="TextRun SCXW31148162 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW31148162 BCX0">Experience using CRM and support platforms such as Zendesk, Jira, or similar tools.</span></span><span class="EOP Selected SCXW31148162 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li>Strong technical troubleshooting and problem-solving skills.</li> <li><span class="TextRun SCXW199658587 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW199658587 BCX0">Ability to clearly communicate simple and complex technical concepts to customers and internal stakeholders.</span></span><span class="EOP Selected SCXW199658587 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li><span class="TextRun SCXW134535066 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW134535066 BCX0">Self-motivated with the ability to work independently and collaboratively in a team environment.</span></span><span class="EOP Selected SCXW134535066 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li><span class="TextRun SCXW62053375 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW62053375 BCX0">Strong analytical, organizational, and time-management skills.</span></span><span class="EOP Selected SCXW62053375 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li><span class="EOP Selected SCXW62053375 BCX0" data-ccp-props="{}"><span class="TextRun SCXW96460559 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW96460559 BCX0">Professional telephone etiquette and customer service skills.</span></span><span class="EOP Selected SCXW96460559 BCX0" data-ccp-props="{}">&nbsp;</span></span></li> </ul> <hr> <h3><strong>Preferred Qualifications:</strong></h3> <ul> <li><span class="TextRun SCXW81449305 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW81449305 BCX0">Experience with the First Due platform&nbsp;</span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW81449305 BCX0">strongly</span><span class="NormalTextRun SCXW81449305 BCX0">&nbsp;preferred.</span></span><span class="EOP Selected SCXW81449305 BCX0" data-ccp-props="{}">&nbsp;</span></li> <li><span class="EOP Selected SCXW81449305 BCX0" data-ccp-props="{}"><span class="TextRun SCXW172927841 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW172927841 BCX0">Experience in the Fire/EMS industry.</span></span></span></li> <li><span class="EOP Selected SCXW81449305 BCX0" data-ccp-props="{}"><span class="TextRun SCXW172927841 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW172927841 BCX0"><span class="TextRun SCXW222994495 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW222994495 BCX0">Experience supporting SaaS software products preferred</span></span>.</span></span><span class="EOP Selected SCXW172927841 BCX0" data-ccp-props="{}">&nbsp;</span></span></li> </ul><div class="content-conclusion"><p><strong>For US-based Roles<br></strong>All 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 check. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.<br><br><strong>Physical Demands and Work Environment<br></strong>This role is fully remote with minimal travel expectations at this time.&nbsp;Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to&nbsp;<a href="mailto:people@firstdue.com">people@firstdue.com</a>.<br><br><strong>Working at First Due<br></strong>First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit <a href="http://www.firstdue.com/">www.firstdue.com</a> to learn more.<br><br>If you are a resident of a state requiring wage transparency, please reach out to <a href="mailto:people@firstdue.com">people@firstdue.com</a>&nbsp;for a reasonable estimate of annual base compensation and any eligible incentive compensation.&nbsp;The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities.&nbsp;<em>This range will be reviewed on a regular basis.<br><br></em>First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, 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 form will not be tolerated.<br><br>When you apply for a role at Locality Media, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. We do not sell or share 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&nbsp;<a href="https://www.firstdue.com/first-due-applicant-privacy-policy">here</a>.</p></div>