Technical Support Representative
Priority Dispatch Corp. - Salt Lake City, UT

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Job Summary:
Our company is looking for an outstanding customer service professional to add to our team. This position will work with clients primarily over the phone to trouble-shoot, install and provide general support of various Priority Dispatch software products. This position will also perform some internal helpdesk functions such as providing technical expertise, assistance, and project coordination necessary to install computer software products, modify/repair hardware and resolve technical problems.

Principal Responsibilities:

  • Provides telephone support for Priority Dispatch software products used in 911 communication centers
  • Investigates user problems and identifies their source, determines possible solutions and implements them
  • Gives outstanding customer service
  • Handles issues from start to finish
  • Communicates with clients not only via phone, but also using applications such as email, gotoassist and gotomeeting
  • Installs selected software and hardware products
  • Rotates on-call telephone support during non-business hours as assigned by management
  • Assists users in maximizing use of networks and computing systems
  • Follows up with clients in a timely manner
  • Assists personnel within the company as a computer resource
  • Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network

Task Dimensions:

  • 30% - Technical Phone Support

o Answers phone calls from clients seeking assistance with the Company’s software
o Assists clients with troubleshooting, installing, and configuring the Company’s software
o Assists with ProQA/CAD interface

  • 30% - Technical Support Follow-up

o Reports client feedback to Quality Assurance
o Responds timely to client emails
o Follows up with clients to ensure issues are resolved

  • 25% - In-House MIS Duties

o Supports all major internal applications
o Reports and tracks all issues reported by internal personnel
o Solves issues with internal computers and applications
o Assists network maintenance
o Configures new computers for internal use

  • 15% - Miscellaneous

o May take on various assignments such as traveling to client sites for installations, configurations, and training

Minimum Qualifications:

  • A minimum of 2 years call center experience or other customer service experience
  • This position continually requires a high level of interpersonal skills, with the ability to communicate technical information to nontechnical personnel
  • Excellent comprehension skills and ability to learn quickly
  • The ideal candidate must have organizational skills and ability to establish priorities
  • Ability to rotate work hour shifts between the hours of 7 a.m. to 6 p.m. Monday through Friday
  • Works well in a team environment
  • Knowledge of a variety of computer software applications, including Windows XP and Windows 7

Essential Job Functions

  • Sitting for long periods of time
  • Analyzing and interpreting data for long periods of time
  • Problem-solving
  • Concentrating for long periods of time
  • Speaking over the phone for long periods of time
  • Attendance during core business hours

Email resume with salary requirements. Our company thanks all candidates for their interest; however, only those selected for an interview will be contacted. No phone calls or drop-ins please.

Our Company
Priority Dispatch Corp. is an Equal Opportunity Employer. We are a small, fast-growing provider of consulting, training, and software products for the public safety market. Priority Dispatch is based in the U.S. in downtown Salt Lake City, Utah. We offer a comprehensive benefits package including medical, dental, and matching 401K programs, etc.

Priority Dispatch Corp. (PDC) provides comprehensive, integrated solutions for Police, Fire and Medical emergency dispatching. We incorporate the National Academies of Emergency Dispatch approved Priority Dispatch System® in all our products. PDC offers multi-agency emergency dispatching ProQA® Software, as well as a card-set version, AQUA® quality improvement software, training, consulting, and Academy accreditation support.

About this company
5 reviews
Priority Dispatch Corp. is a unique research company. While several have attempted to provide products and training for emergency calltaking...