Customer Support Representative

Remote (United States)

Job Summary

This role supports customers using a modern cloud-based software platform for fire and EMS operations. The Customer Support Representative serves as a primary contact for support inquiries, helps resolve software-related issues, documents customer interactions, and works with internal teams to ensure timely and accurate follow-up.

Position Type: Full-Time

Compensation

Annual Salary: $55,000 per year

What You’ll Do

• Serve as the first point of contact for customer support inquiries received by phone, email, and customer portals.
• Manage customer issues from intake through resolution, ensuring timely follow-up and clear communication.
• Prioritize and manage multiple support cases while meeting established service level agreements.
• Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation.
• Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems.
• Escalate complex issues and collaborate with Product, Engineering, and other internal teams to support timely resolution.
• Perform root cause analysis when appropriate and identify opportunities to reduce recurring issues and support volume.
• Maintain current knowledge of product functionality, enhancements, and releases to provide accurate customer guidance.
• Contribute to continuous improvement of support documentation, internal processes, and customer education resources.
• Perform other duties as assigned.
• Provide rotational holiday coverage when needed.

Qualifications

• 1–3 years of experience in product support, technical support, or customer service.
• Experience providing support through both voice and non-voice channels, including phone, email, and ticketing systems.
• Excellent interpersonal, written, and verbal communication skills.
• Experience using CRM and support platforms such as Zendesk, Jira, or similar tools.
• Strong technical troubleshooting and problem-solving skills.
• Ability to clearly explain simple and complex technical concepts to customers and internal stakeholders.
• Self-motivated approach with the ability to work independently and collaboratively in a team environment.
• Strong analytical, organizational, and time-management skills.
• Professional telephone etiquette and customer service skills.
• Experience supporting SaaS software products is preferred.
• Experience in the Fire/EMS industry is preferred.
• Experience with public safety software platforms is strongly preferred.