Customer Support Representative

About First Due First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations. JOB TITLE: CUSTOMER SUPPORT REPRESENTATIVE Location: Remote - US Only Country: United States Department: Support Reports To: Support Manager Position Type: Full-Time Salary: $55,000 JOB SUMMARY: First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation. KEY RESPONSIBILITIES: • Serve as the first point of contact for customer support inquiries received via phone, email, and customer portals.  • Own customer issues from intake through resolution, ensuring timely follow-up and communication.  • Prioritize and manage multiple support cases while meeting established service level agreements (SLAs).  • Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation.  • Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems.  • Escalate complex issues and collaborate with Product, Engineering, and other teams to drive timely resolution.  • Perform root cause analysis when appropriate and identify opportunities to reduce recurring issues and support volume.  • Maintain current knowledge of product functionality, enhancements, and releases to provide accurate customer guidance.  • Contribute to the continuous improvement of support documentation, processes, and customer education resources.  • Perform other duties as assigned.  • Holiday coverage may be required on a rotational basis.  QUALIFICATIONS: • This is a remote role, but the employee does need to be located in the US. • 1–3 years of experience in product support, technical support, or customer service.  • Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems).  • Excellent interpersonal, written, and verbal communication skills.  • Experience using CRM and support platforms such as Zendesk, Jira, or similar tools.  • Strong technical troubleshooting and problem-solving skills. • Ability to clearly communicate simple and complex technical concepts to customers and internal stakeholders.  • Self-motivated with the ability to work independently and collaboratively in a team environment.  • Strong analytical, organizational, and time-management skills.  • Professional telephone etiquette and customer service skills.  PREFERRED QUALIFICATIONS: • Experience with the First Due platform strongly preferred.  • Experience in the Fire/EMS industry. • Experience supporting SaaS software products preferred.  For US-based Roles All applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Physical Demands and Work Environment This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to people@firstdue.com. Working at First Due First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more. If you are a resident of a state requiring wage transparency, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis. First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated. When you apply for a role at Locality Media, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. We do not sell or share applicant personal information for cross-context behavioral advertising. We retain applicant information in accordance with our data retention policies. California residents have rights under the California Consumer Privacy Act (CCPA), as amended by the CPRA. For more information, please review our Candidate Privacy here.