Job description

Welcome to Utility Associates! Are you ready for a new and exciting career?!

We have an awesome team with amazing benefits and competitive pay! See more about how Utility is changing the world of technology!

Utility, Inc. is a vertically integrated US manufacturer and supplier of an intelligent ecosystem of software and hardware solutions, including body cameras, in-car video, mobile routers, Digital Multimedia Evidence management systems, and situational awareness software solutions for law enforcement, transportation agencies, and utilities. We provide software as a service to over 350 customers that are mostly in the Law Enforcement sector, with branches in Utilities and Transportation. 

Our ecosystem collects a large amount of data from all connected devices to provide actionable and timely insights to our customers. The next generation of our offerings will include Al driven analysis of data to provide both predictive and prescriptive initiatives to our customers. Our plan is to build a data science team that will help us gain valuable insights from disparate data sources (databases, text files, media files, ...)

Our employees enjoy a great working environment, catered lunches 4 days a week, unlimited snacks and coffee, free parking, Medical, Dental, Vision insurance, Employee Assistance Program, company paid life insurance, STD, & LTD.

Job Summary

Reporting to the Manager of Technical Support, the TSS will be the first point of contact for customers seeking assistance. The TSS will provide technical support and escalation assistance by responding to customer’s telephone and email inquiries. A TSS will escalate unresolved issues to the next tier level of support and follow-up and update customers status and information.

The shift we are hiring for:

  •   Mon-Wed 11am-7pm, Sat & Sun 7am-3pm Open availability, schedules are subject to change due to volume of work.

Job Duties

  • Provide exceptional customer service to our customers and internal users
  • Provide support and resolve issues via phone, e-mail and remote sessions
  • Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
  • Send technical documentation to customers who have lost or misplaced theirs
  • Refer difficult cases to a senior analyst or support tech
  • Assume remote control over customers’ computers when necessary to resolve problems
  • Make hardware recommendations for customers whose machines cannot support the software
  • Document cases, recommendations, and resolutions clearly in the CRM system

  • High school diploma/GED required
  • Minimum 1-year experience in information technology or technical support
  • Network+ certification (strongly preferred but not required)
  • Ability to work nights and weekends
  • Willingness to participate in on-call rotation
  • Familiarity with Windows operating systems
  • Basic knowledge of Networking, hardware, Linux and PC
  • Strong attention to details

Physical Requirements

  • While performing the duties of this job, the employee is required to stand; walk; sit; use hands to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear
  • The employee must occasionally lift and/or move up to 25 pounds
  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Candidates must pass a pre-employment Drug Screen and Background Check.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. This is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Utility Associates is an equal opportunity employer.

Job Type: Full-time

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