Technical Support Associate EST

Overview

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.

The Elevator Pitch

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.

Success in the Role:
What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

• Participate in Evolv
  
  ED our new hire training orientation
• Participate in our technical product training session
• Learn and understand the product, and product issues enough to assist with customer support.
• Shadow the rest of the support team working on customer issues.
• Assist with scheduled remote system upgrades and maintenance.

Within three months, you will:

• You will be a noticeable contributor to support tickets and able to handle common problems on your own.
• Proficient in the tools and diagnostics procedures to work independently on customer issues.
• Able to identify issues that need to be escalated for more involved troubleshooting.

By the end of the first year, you will:

• A trusted support resource, able to determine/resolve common support issues and reliably respond to requests when needed.
• Able to support Evolv security systems and adjacent products, including integration with 3rd party security applications and platforms.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

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.

Leadership and Team

You will be joining the Technical Support team and reporting directly to the Technical Support Manager. The team culture is based on building trust,…