Job Description
Salary:
Job Purpose/Summary
The Incident & Service Support Agent is a mission-critical member of our 24/7/365 operations center, responsible for front-line emergency monitoring, non-emergency issue management, and product-level support. This position combines real-time response responsibilities with technical support and product validation, forming the backbone of customer engagement and system reliability.
Duties and Responsibilities
Primary Role: Emergency & Non-Emergency Issue Management
Monitor and respond to 360 Aware SOS alerts, providing immediate triage and executing workflow procedures for emergency events.
Handle non-emergency issue management in alignment with customer service level agreements.
Track, document, and communicate incident status in real time across internal systems and stakeholders.
Secondary Role: 24/7/365 Product Support
Operate as a Level 1 support agent through Jira-based customer service desks.
Triage and document bugs, user-reported issues, and technical irregularities.
Provide basic technical support and troubleshooting guidance.
Perform product validation testing based on field reports and system performance.
Support Jira data QA to ensure clarity and accuracy.
Tertiary Role: Product Demonstration Support
Assist with live product demonstrations, ensuring operational readiness and smooth delivery. Support demonstration logistics and system performance monitoring.
Other duties as assigned.
Qualifications
High School Diploma
Background Check Required Security Clearance Eligible
Flexible availability to support 24/7/365 operations, including twelve-hour shift rotations.
Preferred Candidate: Prior experience in public safety communications, emergency response, watch desk, and fusion center highly desirable. Military veterans and public safety professionals are strongly encouraged to apply.
Working conditions
Should be willing to work in a variety of settings as needed, including overnights, weekends, and holidays.
Estimated travel: 0%
Physical requirements
Prolonged periods of remaining in a stationary position at a desk and working on a computer.
Direct reports
None
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