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Job Opportunity: Technical Support Specialist

POSITION OVERVIEW

We are seeking an entry-level/early-career candidate to join our team as a Technical Support Specialist to fill two principle roles:

  • Serve as the primary training and support point of contact (POC) for new and existing users utilizing our Beacon emergency dispatch platform
  • Work directly with our Product Manager and Engineering Team to test all new and existing software features
BACKGROUND

Trek Medics International is a non-profit tech organization dedicated to improving access to emergency care and transport for vulnerable and at-risk populations through innovative mobile technologies. We do this primarily through Beacon, a cloud-based emergency dispatching platform that allows response agencies to alert, coordinate and track responders using any mobile device, with or without Internet. Beacon is currently used in nearly 20 countries by a wide range of emergency response agencies, including emergency medical services, fire departments, search and rescue organizations, mental health crisis teams, domestic violence advocates, and substance use and harm reduction organizations. We are committed to ongoing breakthrough developments in inclusive response technologies, unrivaled service and support, and uncompromising leadership. Our trusted technology delivers performance and inspires confidence through a comprehensive approach that takes every element of the emergency response workflow into careful consideration.

OBJECTIVES
  • Ensure that existing and prospective end users receive timely, accurate and complete technical support
  • Ensure that all support documentation is up-to-date, accurate and disseminated to all end-users
  • Ensure that all features and integrations have been thoroughly tested prior to release in the live environment
KEY RESPONSIBILITIES

Working with support from Trek Medics senior leadership, software engineers and partners, the Technical Support Specialist will:

  • Provide timely and effective technical support to end-users via email, chat, and phone
  • Troubleshoot and resolve issues related to software functionality, integrations, and performance
  • Collaborate with cross-functional teams to escalate complex issues, document solutions in our knowledge base, and contribute to product improvement initiatives
  • Provide live demos for prospective users and conduct on-boarding sessions for new users, ensuring they understand how to use our software effectively
  • Monitor customer feedback and usage patterns to identify areas for improvement
  • Work with Product Manager to maintain an updated and prioritized product roadmap
  • Work with Product Manager and Software Engineers to extensively test new features prior to launch in a live environment
  • Stay up-to-date with product updates, industry trends, and best practices in technical support
QUALIFICATIONS
  • Excellent problem-solving skills with the ability to troubleshoot complex technical issues
  • Solid understanding of mobile and web applications, APIs, and cloud-based software
  • Militant attention to detail
  • Exceptional communication skills, both written and verbal, with a customer-centric mindset
  • Saintly patience
  • Familiarity with ticketing systems and customer relationship management (CRM) tools
  • A passion for delivering outstanding customer service
  • Ability to work independently and as part of a team in a fast-paced environment
  • Previous experience in a customer-facing role in the tech industry is a plus
COMPENSATION AND BENEFITS
  • Competitive salary
  • Gain hands-on experience in sales within a dynamic and supportive team
  • Mentorship from experienced professionals in the industry.
  • Opportunities for professional growth and development.
  • A collaborative and inclusive work environment
  • .Remote work options and flexible hours

If you are passionate about technology and helping customers succeed, we want to hear from you! Please submit your resume and cover letter, including salary requirements explaining your interest in the Technical Support Specialist to [email protected]. Please include “Technical Support Specialist Application” in the subject line.

No calls.
Principals only.

Beacon Logotype

Beacon emergency dispatch is a cloud-based, do-it-yourself platform for emergency services that alerts, coordinates and tracks prehospital personnel using any mobile phone, with or without internet.

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