About Crisis24 Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge …
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$36/hr–$43/hr
Full-time
Posted 2d ago
~40 hrs/week
Responsibilities
The Premier Support Technician provides high-level technical support to premium clients within a SaaS environment. They are responsible for diagnosing complex issues, building client relationships, and contributing to support process improvements.
Requirements
Candidates must have at least 2 years of experience in a technical support role, preferably within a SaaS environment. Strong problem-solving skills, proficiency in CRM tools, and excellent communication abilities are required.
Full job description
About Crisis24
Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations.
At Crisis24, we don't just offer jobs – we offer missions. We recruit the very best from the military, intelligence agencies, academia, law enforcement, medicine, or any of our areas of specialty. We protect more than places. We protect people, reputations, and lifestyles, with integrity, discipline, discretion, and purpose. Whether you're stepping into civilian life after service, seeking personal or professional growth, or bringing specialized expertise to a higher calling, we match your ambition with real opportunity. Do the most important work of your career, helping safeguard the world's most important organizations and individuals against risk.
As a Premier Support Technician, you will play a crucial role in delivering exceptional technical support to premium-level clients in our dynamic Software as a Service (SaaS) environment. This role demands a customer-focused individual with a technical aptitude, dedicated to resolving complex issues and ensuring client satisfaction.
What You Will Do
Provide top-tier technical support to premium-level clients, ensuring prompt and effective issue resolution.
Serve as a primary point of contact for escalated technical inquiries and issues.
Analyze and diagnose technical problems, offering solutions or workarounds to meet clients' needs.
Collaborate with cross-functional teams to address and resolve complex technical challenges.
Build and maintain strong relationships with premium-level clients.
Understand clients' business objectives and tailor support services to meet their unique requirements.
Ensure the delivery of high-quality technical support services, striving to exceed client expectations.
Monitor and report on key performance indicators (KPIs) related to support services.
Participate in initiatives to enhance support processes and efficiency.
Provide valuable insights for improving product usability and client experience.
Stay updated on product features, enhancements, and technical specifications.
Contribute to the development of support documentation and training materials.
Regularly report on support metrics, customer satisfaction, and team performance to company leadership.
Design and implement training programs to enhance the technical and soft skills of the Premier Support team.
Participate in an on-call rotation schedule, ensuring availability for urgent technical issues with compensation provided for on-call duties,
What You Will Bring
Minimum of 2 years of experience in a technical support role, preferably in a SaaS environment
Strong technical aptitude and problem-solving skills
Excellent communication skills, both verbal and written.
Ability to manage and prioritize multiple tasks efficiently.
Customer-focused with a commitment to delivering exceptional service.
Familiarity with support ticketing systems and customer relationship management (CRM) tools.
Proficient in relevant application software, including but not limited to: MS office, MS PowerPoint, MS Project, Multi-line Call Center software, client communication tracking software.
Travel 10% or less
Information Security
Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.
Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.
Meet Crisis24, your global partner in integrated security risk management.
Industry
Security and Investigations
Company size
1,001-5,000 employees
Headquarters
Annapolis, Maryland
LinkedIn followers
87,806
Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced global operations centers and our highly skilled team of intelligence analysts, we offer highly specialized services, 24/7 security and consulting, with the technology and AI to power it across the globe.
Crisis24, une compagnie de GardaWorld, offre une expertise mondiale en gestion intégrée des risques de sécurité. Notre service du renseignement et nos solutions d'intervention de crise et de solutions de protection globale permettent aux organisations, aux marques et aux personnes les plus influentes et innovatrices du monde de mener leurs activités en toute confiance. S'appuyant sur nos centres des opérations mondiales, sur le travail constant de notre équipe d'analystes du renseignement et la puissante plateforme de gestion des risques de Crisis24, nous offrons des services de pointe, 24/7, à travers le monde.
Offices: 185 Admiral Cochrane Dr, Suite 300, Annapolis, Maryland 21401, US · Two London Bridge, London, SE1 9RA, GB · 2300 Rue Émile-Bélanger, Montreal, Quebec H4R 3J4, CA · 2000 NW Corporate Blvd, Boca Raton, Florida 33431, US · 26-32 Oxford Rd, Bournemouth, BH8 8EZ, GB
Actionable Risk ManagementRisk ManagementCrisis ResponseCritical Event ManagementCrisis ConsultingRisk IntelligenceGlobal Protective ServicesSecurityBusiness ContinuityDuty of Care