Premier Support Technician

Crisis24; Annapolis (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Crisis24 is seeking a Premier Support Technician to deliver exceptional technical support in a dynamic SaaS environment for premium-level clients. You will resolve complex issues, serve as primary escalation contact, and work with cross-functional teams to ensure client satisfaction.

The role emphasizes customer focus, strong technical aptitude, and ongoing improvement of support processes, with on-call responsibilities compensated accordingly.

Qualifications

• Minimum of 2 years in a technical support role, preferably SaaS.
• Strong technical aptitude and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to manage and prioritize multiple tasks efficiently.
• Customer-focused with a commitment to delivering exceptional service.
• Familiarity with support ticketing systems and CRM tools.

Responsibilities

• Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution.
• Serve as a primary point of contact for escalated technical inquiries and issues.
• Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs.
• Collaborate with cross-functional teams to address and resolve complex technical challenges.
• Build and maintain strong relationships with premium-level clients.
• Understand clients' business objectives and tailor support services to meet their unique requirements.
• Ensure the delivery of high-quality technical support services, striving to exceed client expectations.
• Monitor and report on KPIs related to support services.
• Participate in initiatives to enhance support processes and efficiency.
• Provide valuable insights for improving product usability and client experience.
• Stay updated on product features, enhancements, and technical specifications.
• Contribute to the development of support documentation and training materials.
• Regularly report on support metrics, customer satisfaction, and team performance to company leadership.
• Design and implement training programs to enhance the technical and soft skills of the Premier Support team.
• Participate in an on-call rotation schedule, ensuring availability for urgent technical issues with compensation provided for on-call duties.

Skills

Technical support

Problem solving

Communication

Task prioritization

Customer service

CRM tools

MS Office

PowerPoint

MS Project

Call Center software

Tools

MS Office

PowerPoint

MS Project

Multi-line Call Center software

CRM software

Job description

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations.

At Crisis24, we don't just offer jobs - we offer missions. We recruit the very best from the military, intelligence agencies, academia, law enforcement, medicine, or any of our areas of specialty. We protect more than places. We protect people, reputations, and lifestyles, with integrity, discipline, discretion, and purpose. Whether you're stepping into civilian life after service, seeking personal or professional growth, or bringing specialized expertise to a higher calling, we match your ambition with real opportunity. Do the most important work of your career, helping safeguard the world's most important organizations and individuals against risk.

More information is available at https://www.crisis24.com/careers

Summary

As a Premier Support Technician, you will play a crucial role in delivering exceptional technical support to premium-level clients in our dynamic Software as a Service (SaaS) environment. This role demands a customer-focused individual with a technical aptitude, dedicated to resolving complex issues and ensuring client satisfaction.

What You Will Do

• Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution.
• Serve as a primary point of contact for escalated technical inquiries and issues.
• Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs.
• Collaborate with cross-functional teams to address and resolve complex technical challenges.
• Build and maintain strong relationships with premium-level clients.
• Understand clients' business objectives and tailor support services to meet their unique requirements.
• Ensure the delivery of high-quality technical support services, striving to exceed client expectations.
• Monitor and report on key performance indicators (KPIs) related to support services.
• Participate in initiatives to enhance support processes and efficiency.
• Provide valuable insights for improving product usability and client experience.
• Stay updated on product features, enhancements, and technical specifications.
• Contribute to the development of support documentation and training materials.
• Regularly report on support metrics, customer satisfaction, and team performance to company leadership.
• Design and implement training programs to enhance the technical and soft skills of the Premier Support team.
• Participate in an on-call rotation schedule, ensuring availability for urgent technical issues with compensation provided for on-call duties,

What You Will Bring

• Minimum of 2 years of experience in a technical support role, preferably in a SaaS environment
• Strong technical aptitude and problem-solving skills
• Excellent communication skills, both verbal and written.
• Ability to manage and prioritize multiple tasks efficiently.
• Customer-focused with a commitment to delivering exceptional service.
• Familiarity with support ticketing systems and customer relationship management (CRM) tools.
• Proficient in relevant application software, including but not limited to: MS office, MS PowerPoint, MS Project, Multi-line Call Center software, client communication tracking software.
• Travel 10% or less

Information Security

• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.