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Crisis24 · 2 months ago

Technical Support Specialist I

Annapolis, MD

Full-time

Hybrid

Entry Level

2+ years exp

Crisis24, a GardaWorld company, is a leading integrated risk management and crisis response firm. They are seeking a Technical Support Specialist I to assist end users with products and services, providing exceptional customer service in a call center environment and ensuring customer satisfaction and retention.

Information TechnologyNetwork SecuritySecurityService Industry

H1B Sponsor Likely

Responsibilities

Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers

Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key

Provide assistance with onboarding and new customer account set-ups

Customer-centric focus with sense of urgency

Understanding of software’s core system functionality

Initiate and reset system passcodes

Escalate customer issues to appropriate team level

Document all customer interaction and system issues in company CRM (Salesforce) tool, analyze statistics, and maintain customer materials

Track new customer set-up processes

Maintain regular communication with customers for support and may inform them of new system features

Provide on-call coverage in departmental rotation

Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the company. This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor

Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize

Qualification

Customer service experienceSalesforceMicrosoft OfficeSaaS experienceBilingualVirtual presentation skillsOrganizational skillsInterpersonal skills

Required

2+ years customer service experience

Previous customer service experience via phone

Ability to resolve on-demand customer issues over the telephone

Demonstrated ability to finesse and diffuse difficult interactions with customers

Microsoft Office suite of tools, Salesforce and web browsers

Strong organizational and interpersonal skills

2–4-year college degree

Strong virtual presentation skills

Prior experience within a Software as a Service (SaaS) organization

Preferred

Bilingual a +

Company

Crisis24

Crisis24 is an integrated security risk management company.

Founded in 1990

Montréal, Quebec, CAN

1001-5000 employees

https://crisis24.garda.com

H1B Sponsorship

Crisis24 has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)