Description

Who We Are

Based in Austin, Texas, Acumera is a leader in managed network security and automation services for multi-site businesses' payment systems and operations. Acumen provides software-as-a-service (SaaS) solutions for edge computing, secure edge networking, network operations, visualization, and security. Our clients focus on growing their companies using Acumera's remote systems' visibility, robust data security, and simplified compliance services. In 2002, Acumera became our client's trusted network partner. 

What we're looking For

As the Junior Support Analyst within the Reliant Platform Support vertical at Acumera, your primary role is to serve as the initial point of contact for customers utilizing the Reliant Platform. You are crucial in providing timely and effective support by promptly responding to customer inquiries, diagnosing and resolving technical issues, and ensuring comprehensive documentation of customer interactions and solutions. This role will collaborating closely with cross-functional teams, and your responsibilities include escalating complex issues to higher support analysts when necessary and contributing to the overall efficiency of the Reliant Platform by following established support processes. Your customer-centric approach, strong communication skills, and adaptability to evolving technologies are crucial to maintaining customer satisfaction and the smooth operation of the Reliant Platform.

Responsibilities:

• Respond to customer inquiries and issues via phone, email, or chat.

• Diagnose and resolve Tier 1 technical issues with Acumera's products and services.

• Document customer interactions and solutions for future reference.

• Escalate complex issues to higher support tiers when necessary.

• Collaborate with cross-functional teams to address customer needs.

Qualifications:

• Strong communication and interpersonal skills.

• Basic understanding of networking and technical troubleshooting.

• Ability to follow processes and procedures accurately.

• Customer-focused with a positive attitude.

• Quick learner and adaptable to new technologies.

Education or Experience

• High School diploma (or equivalent) preferred

Perks of Acumera

• Health benefits start on day one.
• 401(k), FSA, HSA
• Casual dress code
• Fully stocked kitchen
• Vibrant and Inclusive Workplace Atmosphere
• Paid company holidays
• Discretionary time off policy
• Central Austin location with free parking
• Flexible work environment and an opportunity to grow as we grow.

Acumera is an equal opportunity employer. The final candidates will be subject to a pre-employment background check.

Position Details

• Salary: $18-20/hr based on experience
• Location: Tallahassee Office (On-site)
• Nice to Have: Bilingual in Spanish/French
• Nice to Have: Experience with Fortinet, Meraki
• Nice to Have: Knowledge of Linux and standard Linux commands a plus
• Prior Customer Service Experience: Highly valued, even if not directly related to tech
• Certifications: CompTIA certifications preferred
• Team Dynamic: Supportive, collaborative, fast-paced environment
• Shift Options: Shifts rotate between days, evenings, nights, and weekends
• Comfort: Ability to sit for long periods
• Call Volume: Expectation of handling multiple calls a day, along with email, ticketing, and instant messaging
• Learning: Ability to absorb a lot of information quickly
• Resource Utilization: Utilize provided resources and eager to acquire knowledge