Product Support Specialist, Tier I

Juvare is a SaaS software company focused on developing innovative enterprise resilience solutions for government agencies, corporations, healthcare providers, and higher education. Juvare solutions have supported over 500,000 emergency response incidents in all 50 states and 20 countries worldwide. Juvare helps our clients prepare, connect, and respond to protect people, property, and brands.

As our Product Support Specialist, Tier I, you are responsible for providing technical support for both internal and client-driven projects. Your role will include answering phone and email support requests and communicating directly with clients and internal stakeholders to help them diagnose and resolve issues with the Juvare suite of products and services.

Location: Atlanta or Remote

Reports to: Manager, Product Support

Responsibilities:

• Provide telephone and email support to a global client base in a fast-paced environment.
• Provide weekend coverage (approximately one on-call weekend day/month).
• Provide holiday coverage (approximately three holiday shifts/year).
• Working hours may be adjusted to ensure 24/7 team coverage.
• Execute ticket intake and triage processes and route tickets as needed.
• Troubleshoot and resolve tier I support issues, including via remote sessions with end-users.
• Assist in maintaining our knowledge base of common problems and solutions.
• Participate in weekly team meetings, ticket review sessions, and team tabletop exercises.
• Demonstrate personal discipline and ensure quality of service provided.
• Understand and be aware of Juvare information security policies and standards.
• Protect company and client information; inform the Compliance Officer of any information security issues.
• Support compliance with Juvare policies.
• Other duties as assigned.

Qualifications:

• High school diploma or greater with specified coursework geared toward computer science.
• 1-2 years of customer and/or technical support experience, help desk support preferred.
• Proficiency with Microsoft Office, remote desktop support technology (such as WebEx, Zoom, or GoToMeeting), and support desk/bug tracking (JIRA).
• Desktop support experience, including Windows and desktop/laptop hardware.
• Experience reading and understanding technical manuals and procedural documentation.
• Experience working in a team-oriented collaborative environment.

Skills/ Knowledge Requirements:

• Passion to provide outstanding service to both internal and external clients.
• Excellent listening, interpersonal, written, typing, and oral communication skills.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a fast-paced environment, supporting client critical operations.
• Strong analytical and problem-solving abilities, with keen attention to detail.
• Exceptional analytical and problem-solving skills.
• Familiarity with current technologies.
• Ability to rapidly absorb and implement new technologies and procedures.
• Superior attention to detail, personal initiative, and commitment to quality.
• Flexibility to adapt to changing priorities and manage multiple concurrent tasks.
• Knowledge of applicable data privacy practices and laws.

Additional Information:

This position requires access to information that is controlled by the Export Administration Regulations (“EAR”).  A candidate must qualify as a “U.S. Person” or be otherwise eligible to access EAR covered materials through an EAR exception or license.  A "U.S. Person" as defined by the EAR includes a U.S. Citizen, U.S. national, lawful permanent resident, refugee, or asylee.

As the Company is a partner with the United States government, this position may require access to sensitive government information. Accordingly, candidates must be capable of passing an SF-85 background check and obtaining public trust clearance if required.

EEO Statement 

Juvare is deeply committed to building a diverse and inclusive team. We believe in equal opportunity for all applicants and encourage individuals from underrepresented groups in technology to apply. As an equal opportunity employer, we celebrate diversity and are committed to building and maintaining a diverse and inclusive workforce. All qualified applicants and employees will receive consideration for employment regardless of—and will be free from discrimination on account of—their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, cit