Technical Support Specialist

Responsibilities

• Provide technical support and troubleshooting for law enforcement software applications and related systems.
• Respond to customer inquiries and service requests via email and other support channels.
• Communicate directly with law enforcement agencies to resolve technical and operational issues.
• Configure customer environments using administrative software tools to meet agency requirements.
• Investigate and resolve data export and application-related issues.
• Handle escalated customer service and technical support cases.
• Perform network configuration, workstation installations, and COMM server configuration for TSA-related positions.
• Assist customers with software installation, configuration, and training activities.
• Analyze, diagnose, troubleshoot, and support hardware and software configurations for DORS, RAR, and Command Center applications.
• Develop and maintain training materials that enable customers to maximize system effectiveness and end-user support capabilities.
• Partner with Engineering and Sales teams to streamline support processes and improve customer outcomes.
• Participate in product launch readiness activities and customer deployment planning.
• Serve as a subject matter expert for supported platforms, product enhancements, and system changes through ongoing collaboration with product owners and management.

Requirements

• Education & Experience:
  • Associate degree, technical/vocational degree, or equivalent experience.
  • Minimum of 2 years of customer service experience in a contact center or technical support environment.
  • Minimum of 2 years of law enforcement experience (sworn or non-sworn), or 2 years of experience supporting Police Records Management Systems (RMS) or similar public safety applications.
  • Military experience of 4 years may be considered in lieu of law enforcement experience.
• Technical Skills:
  • Knowledge of law enforcement operations, objectives, and technology requirements.
  • Experience with Records Management Systems (RMS) and related law enforcement applications.
  • Proficiency with Microsoft Office and Windows-based business applications.
  • Familiarity with HTML, XML, and networking technologies, including VPNs.
  • Proven troubleshooting, diagnostic, and problem-solving skills.
  • Experience with software installation, configuration, and system support.
• Professional Skills:
  • Exceptional customer service and relationship management skills.
  • Excellent written and verbal communication abilities.
  • Proven presentation and training skills with the ability to educate technical and non-technical audiences.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Proven ability to collaborate cross-functionally with technical and business stakeholders.
  • Self-motivated, adaptable, and committed to delivering outstanding customer experiences.

Pay

U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.

Schedule

Work Schedule: Monday–Friday, 11:00 a.m. – 8:00 p.m. EST