General Description

Essential Duties and Responsibilities:

• Respond to support requests from customers via phone, ticketing system, and email
• Accurately and efficiently assess the customer’s request to determine severity & priority
• Define, research, and resolve or escalate customer issues in a timely and accurate manner (including routing non-technical issues appropriately)
• Provide prompt and timely updates to customers, colleagues, and management on outstanding issues
• Adhere to Support Center processes and procedures, contribute to growing/updating the knowledge base
• Act as liaison between customers, colleagues, management, and other non-technical CPI departments
• Other tasks, duties, and responsibilities as business needs dictate, conveyed by supervisor(s)

Experience Requirements

Skills / Abilities:

• Capability to understand and learn XML/HTML/Linux/Unix and other technologies
• Strong communication skills, punctuality

Job Requirements

• Must be ready, willing, and able to work 1st, 2nd, and 3rd shift as the schedule rotates through the year (1st shift: 8am-4pm, 2nd shift: 4pm-12am, 3rd shift: 12am-8am)
• Must be able to work weekends - the Support Center at CPI is a 24/7x365 department
• Must work in CPI HQ - this role is not eligible for any WFH
• Must be able to access customer sites (access granted by each customer)
• Ability to lift 50lbs

Education/Training Requirements

Education:

• High School Diploma required
• Associate’s/Bachelor’s Degree preferred

Experience:

• 1-2 years of IT Support experience is preferred

About CPI

Computer Projects of Illinois, Inc. (CPI), is a privately held corporation that delivers market-leading software solutions to the law enforcement industry. CPI develops & maintains many different best-in-class, mission-critical criminal justice solutions to law enforcement & public safety agencies around the world with their OpenFox® Product Suite. The work we do is unique & highly rewarding. Working in a creative environment where an excellent work-life balance ensures that all employees are happy & productive and supported by amazing benefits. We have fun, but at the end of the day, all our hard work impacts the safety of citizens & law enforcement officers across the country. Work hard. Play hard. Save Lives.

*This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required.