Command Center Engineer
What we do CENTEGIX™ innovates technology to enrich and save lives. Our CrisisAlert™ platform is an IoT crisis management solution that utilizes mobile and desktop applications along with a mesh network of Smart ID badges, strobes and locator beacons to provide campus and district-wide protection. Instant communications through visual cues and audio integration assist in a rapid and proportional reaction to any incident or crisis. CrisisAlert™ is a force multiplier, allowing staff and security professionals to request assistance and implement lockdown protocols from anywhere. We go well beyond the limitations of legacy communications devices and single-dimensional apps, because in a crisis: Every. Second. Matters. You have the opportunity to make a real difference! Join a passionate, technology savvy team with a mission that is truly life-saving. As a Command Center Engineer, you are the face of CENTEGIX™ and will be the primary contact for Network support. You will be tier 3 support for Customer Success and Field Operations. You will also be interacting directly with our customer vendors to ensure issues are resolved quickly and to their satisfaction. As an ideal candidate, you are passionate about putting the customer first. You are outgoing, organized and provide top-notch service to our customers over the phone, in person, and using written communications. You will play a key role in assisting leadership to create and deliver the Customer Experience Strategy for CENTEGIX™ and providing input for continuous improvement across departments. Job functions: ● Take ownership of and manage assigned chronic accounts and issues from submission to resolution from Customer Success ● Partners with the Customer Success Specialist during the Implementation phase to deliver a frictionless experience through system configuration, testing and support phase. ● The NOC operates 24/7/365. Nights, weekends, and/or holidays will be required based on business needs ● Utilize the CENTEGIX trouble ticketing system to track ongoing reports and service requests through to completion. ● Utilize event monitoring and management of Gateways and Zigbee networks to ensure alarm receipt and processing procedures are followed ● Resolve product or service problems by clarifying the customer's issue, determining the cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment; following up to ensure resolution ● Assist with change, add or RMA questions and orders ● Work with leadership to establish processes for support and other departments to ensure a superb customer experience. ● Proactively manage network performance, provide analysis of equipment performance, troubleshoot and remediate issues and report any performance anomalies/issues to senior engineering team when necessary. ● Interact with external vendors and CENTEGIX partners to resolve network or local onsite issues ● Assist or take ownership of root cause analysis for network events to drive improvement across CENTEGIX Requirements:
● High school diploma or equivalent experience; college degree preferred ● Proven customer facing experience
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