Technical Support Associate EST

Technical Support Associate

Evolv is looking for a Technical Support Associate to join our steadily growing team. In this role you will interact and support customers, partners and field service engineers. Acting as a trusted advisor in Evolv’s technology. We help keep people of all ages safe in schools, hospitals, stadiums and more. You will be helping keep people safe by supporting Evolv Express, weapon detection system, including our cutting-edge data analytics portal.

Technical Proficiency

• Technical Expertise:
  Understanding of common troubleshooting practices and techniques.
• Use of Service Cloud or similar service platforms to manage and document issues.

Diagnostic and Troubleshooting Skills

• Real-Time Problem Solving:
  Accurately diagnose and resolve technical issues promptly.
• Implement solutions that address the root cause of problems to prevent future occurrences.

Communication and Collaboration

• Effective Communication:
  Clearly articulate complex technical concepts to customers and partners.
• Maintain strong, clear communication channels with all stakeholders.

Customer Relationship Management

• Customer Support:
  Provide exceptional support, anticipating and addressing customer needs proactively.
• Build and maintain strong, trust-based relationships with customers.

Documentation and Record Keeping

• Detail-Oriented Documentation:
  Accurately document technical issues and resolutions in the Evolv Service and Support Platform.
• Maintain comprehensive records of customer interactions and issue tracking.

Resilience and Adaptability

• Display persistence and follow-through with necessary parties until a resolution is reached.
• Adaptive Thinking:
  Prioritize tasks and adapt strategies effectively in a fast-paced environment.

Continuous Learning and Improvement

• Growth Mindset:
  Display an insatiable appetite for learning and personal development. Stay updated with the latest technologies and industry trends to enhance service quality.
• Proactive Improvement:
  Continuously seek ways to improve technical skills and service delivery. Embrace challenges fearlessly, viewing them as opportunities for growth and learning.

Ethics and Compliance:

• Act with integrity and demonstrate an unwavering commitment to compliance with to the letter and spirit of the Evolv Code of Conduct and other company policies as well as all applicable laws and regulations.

You will be joining the Technical Support team and reporting directly to the Technical Support Manager

The team culture is one based on building trust, collaboration, ongoing development through kindness, authenticity, courage, drive, and fun!

Location:

Waltham, Massachusetts (HQ)

Training Period:
Onsite for the first 30-45 days for training and onboarding (Monday – Friday, 9am – 5pm)

Post-Training:
Potential flexibility for remote work, depending on individual performance

Schedule:

Monday - Friday: 6am - 2pm EST

The hourly pay rate for this role is $24- $26 an hour. This role is nonexempt, meaning you’ll be eligible for overtime pay for any hours worked beyond the standard 40 per week. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.

Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in role posting reflect the base salary only, and do not include bonuses, overtime pay, equity, or benefits.

At Evolv, we’re on a mission to help make public spaces safer through innovative security technology. So, we are looking for future teammates who embody our values, people who:

• Do the right thing, always;
• P…