Technical Support Representative (Fully Remote)
Posted 2025-04-06Description
Are you the one weÂre looking for...
Diverse Computing, Inc. is looking for a highly driven Technical Support Representative to join our technical support team. This is a full-time, salaried, nonexempt position that can be performed remotely or in office. The ideal candidate will be as proud as we are to have the privilege of delivering unmatched customer support and user-friendly software for those who protect and serve the public. Our clients and fellow employees are fully engaged in being an integral part of solution-oriented development and improvement of public safety software that agencies throughout the United States rely on. Our unwavering customer service and technical support is one of the main reasons for our continued business success.
The focus of this position is to work closely with our clients to fully understand and support their business processes and technical needs as it pertains to our products. In addition to supporting our software solutions, the successful candidate will have the ability to assist clients with enterprise level networking equipment and support. We are seeking someone with a passion for helping. Someone with an interest in continuously learning about our clients, products, networking, and security.
Get to know us a little.
At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit.
Imagine working for a company where you get to take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these arenÂt just catch phrases they are part of our everyday reality, and, yes, weÂre proud of it!
Requirements
As a DCI Technical Support Representative, you will:
 Learn our software inside and out
 Provide phone and email support to our nationwide customers for all Diverse Computing products
 Enter, monitor, and maintain incoming support tickets
 Periodically be on-call outside of normal working hours
 Configure, install, and maintain customers routers and VPN applications
 Install proprietary software on customers' workstations and/or servers
 Train new customers on how to use our software
 Troubleshoot issues reported by eAgent clients
 Record information from support calls into Service Cloud
 Perform on-line demos of our software to prospective customers
 Perform quality assurance (QA) testing
 Assist with internal systems administration tasks
Success factors generally include a/an:
 High degree of pride in accuracy, attention to detail, organization, confidentiality, and humble confidence
 Desire to lead by example through living the DCI core values of integrity, passion, customer service, innovation, and engagement
 Calm demeanor even when under a decent amount of pressure
 Ability to truly listen when communicating with others
 Analytical mindset with excellent problem-solving skills
 Dedication to teamwork and cooperation
 High regard for taking responsibility and ownership of oneÂs own work and actions
 Knack for thriving in a fast-paced environment and demonstrating responsible decisiveness
 Persistence in getting the job done right
 Positive, enthusiastic Âlook on the bright side attitude
 Talent for productive and solution-oriented conflict resolution
 Personal passion for, or interest in, supporting criminal justice and law enforcement agencies
Qualifications
This job might be for you, if you:
 Have a minimum of a Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a similar degree program (related work experience may be substituted for educational requirement)
 Have at least 1-2 years of experience with providing some level of technical support (preferred, but not required)
 Have a firm understanding of computers and operating systems
 Have a strong understanding of information technology, database management, and software development concepts
 Have at least a base level understanding of core networking concepts (i.e. subnetting, VPN, VLANs, etc.) and network security
 Have an interest in continual learning about new technologies and how those can be adapted into networking and security
 Have a general understanding of the SDLC from conception to delivery
 Have some ASA experience with updating configurations and keeping them up to date
 Have some experience with enterprise level networking equipment (ie Cisco) either through schooling or actual hands on experience
 Have Cisco certifications or other networking certifications (preferred, but not required)
 Have some SQL experience (preferred, but not required)
 Have utilized XML for configuration work (preferred, but not required)
 Have knowledge of the public safety or criminal justice industry (preferred, but not required)
 Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
 Are able to work from 8am - 5pm EST, Monday - Friday, as well as rotational on-call duties during off hours (mandatory)
 Currently reside in one of these states: CT, FL, GA, IL, KS, KY, MA, MO, NC, NJ, NY, SC, SD, TN, TX, UT, VA
 Are able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
 Do not require sponsorship to work in the U.S.; sponsorship is not available for this position
Benefits
We ask a lot, but we give a lot in return.
 Competitive salary (dependent on level of experience)
 Generous coverage options for Medical, Dental, & Vision insurance for you and your family; begins 1st of month after date of hire
 Flexible Spending Account (FSA) for health-related expenses
 Company sponsored Group Life / AD&D Insurance
 Supplemental insurance options: life, AD&D, short and long term disability, accident, critical illness, and hospital indemnity coverage
 Up to 3% matching retirement contributions; no vesting schedule
 15 days (3 workweeks) of annually earned PTO; front-loaded for immediate availability
 12 paid holidays annually
 Paid Maternity/Paternity Leave
 Work / Life balance-centered Flex Scheduling policy
 Fully remote & hybrid (office/remote) work opportunities
 Reimbursement of approved business-related travel and professional development expenses
 Last, but not least, loving your job! An award-winning company culture thatÂs welcoming, fun, collaborative, and supportive
How to apply:
 Click on the link below to start the application process
 Provide an updated resume as a PDF document
 Include a cover letter
 Be prepared to provide contact information for three (3) professional references
 Keep an eye on your email and its spam folder since that will be our primary method of communication
Apply Job!