Description
CENTEGIX® is the industry leader in wearable safety technology for healthcare, education, government, and commercial workplaces with over 600,000 badges in use. The cloud-based CENTEGIX Safety Platform™ initiates the fastest response time for emergencies, from the everyday to the extreme. Leaders in over 12,000 locations nationwide trust CENTEGIX's innovative safety solutions to empower and protect people (every day).
Purpose:
As a Command Center Technician, you are the face of CENTEGIX and will be the primary contact for Incident Management. You provide Tier 3 Support for Customer Support and Field Operations, ensuring seamless service operations and prompt trouble resolution. You will interact directly with customers and their vendors to ensure incidents are resolved to their satisfaction.
We are looking for a candidate that is passionate about putting the customer first. You are outgoing, organized and have superpower multi-tasking skills that will allow you to provide superior support to our customers over the phone and via email.
Position Responsibilities:
- System Monitoring and Maintenance: Monitor the performance and functionality of Centegix safety systems, including our CrisisAlert™ solution. Proactively identify any potential issues or anomalies and take appropriate action to resolve them promptly. Perform routine system maintenance tasks, such as software updates, hardware checks, and configuration adjustments. Process hardware RMAs when necessary.
- Technical Support: Serve as a primary point of contact for customers and provide exceptional technical support and troubleshooting assistance. Collaborate with internal teams, including Service Delivery, Field Services, Customer Support, and Engineering, to address and resolve customer incidents, concerns, or issues in a timely and effective manner. Communicate technical concepts and solutions clearly to non-technical individuals.
- Incident Management: Respond to and manage system incidents reported by customers, ensuring timely resolution and minimizing any disruptions to their service. Document incidents in tickets, investigate root causes, and implement preventive measures to mitigate similar incidents in the future. Maintain comprehensive incident logs and reports for analysis and improvement purposes. Keep customers informed of incident status and engage them for support to resolve incidents as needed.
- Collaboration and Cross-Functional Support: Collaborate with cross-functional teams, such as Field Services, Engineering, and Customer Support, to drive incidents to immediate resolution. Contribute to the development and improvement of our products and services by providing input on user requirements, system enhancements, and feature requests.
Requirements
- Education and ExperienceBachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in technical operations, incident mgmt, or technical support roles, preferably in the software or technology industry.
- Technical SkillsKnowledge of Zigbee and LoRaWAN wireless protocols
- Knowledge of Linux-based commands.
- Proficiency in troubleshooting software and hardware issues.
- Solid understanding of network protocols, with experience troubleshooting Layer 1 and 2 technologies.
- Knowledge of incident management tools and practices.
- Analytical and Problem Solving AbilitiesStrong analytical skills with the ability to analyze issues, identify root causes, and implement defined solutions.
- Detail-oriented mindset with the ability to prioritize tasks and manage multiple competing priorities.
- Proactive approach to problem-solving and ability to work independently with minimal supervision.
- Customer Focus and CommunicationExcellent interpersonal and communication skills, with the ability to communicate technical concepts effectively to non-technical individuals.
- Strong customer service orientation and a passion for delivering exceptional support experiences.
- Ability to remain calm and composed under pressure, with a focus on problem-solving and conflict resolution.
- Adaptability and TeamworkFlexibility to adapt to a fast-paced and evolving environment.
- Ability to collaborate effectively with immediate and cross-functional teams while contributing to a positive team culture.
- Hybrid Office 2 days a week max/Remote role 3 days a week. No travel necessary.
- Some weekend coverage may be required as customer needs evolve.
What’s in it for you?
- Hybrid work environment; we offer workplace flexibility
- Participation in company wide discretionary bonus
- 15 days paid time off
- 11 paid holidays
- Monthly device(s) reimbursement
- Affordable health coverage (medical, dental, vision)
- 401(k) Plan with 4% employer contribution to help you plan for the future
- Employee Referral Bonus
- Charitable Program Match
CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate.
