Dearman Systems is seeking a Technical Customer Support Representative to join our growing support team. This is an in-office position (non-remote) in Tucson, AZ for most of your job duties. When you are on call, you can work from home.
Must be authorized to work in the US as Dearman is unable to provide visa sponsorship at this time.
Why Dearman?
Dearman Systems is an established industrial and automation software company with offices in Tucson, AZ and Houston, TX. Dearman provides mission critical software solutions to the bulk liquids storage industry — a backbone of the global economy.
Founded in 1988, the Dearman name is well-known in the bulk liquids storage industry for their technical expertise and unparalleled customer support. At Dearman, the customer comes first.
About The Role
In this role, you will support our customers on a daily basis ensuring their operations run smoothly. Our customers, ranging from regional operators to Fortune 500 companies, will rely on you for troubleshooting and issue resolution.
Dearman delivers customer support via email and over the phone. Top notch communication skills (written and verbal) and critical thinking ability are essential for this role.
Dearman will train qualified candidates on our support processes.
On call night-shift: This role requires you to go “on call” in rotation with other support personnel. You will work a night shift from your home to support our customers. During the week you are on call, you will not work during the day. Dearman delivers 24/7 support, 365 days a year which separates the company in the market.
This role is an opportunity to learn about terminal/liquid automation technology, Microsoft technologies, and grow in your career.
Key Responsibilities:
- Provide timely customer support via email and phone communication
- Record support interactions and utilize internal systems to track workflow. Carefully adhere to this process and other operating procedures
- Escalate issues to supervisors and other technical resources as needed. You will be trained on when and how to do this
- Ability to go on call rotation. On call lasts from Thursday to Thursday. If it is a business work day, you only cover calls or issues at night from 4:30pm-5:00am. If it is a Saturday, Sunday, or holiday, you cover all hours (you can work from home during night shift / on call)
- When you are not on call, your schedule will be 8AM MST - 4:30PM MST
- Be a sponge and constantly learning about Dearman’s products
Qualifications:
- Excellent communication skills
- Demonstrated ability to learn new skills
- Experience or willingness to work in a team environment
- Ability to work independently and remain on task
- 1-3 years of work experience is preferred
- Bachelor's degree is preferred
- Knowledge of MS SQL is a plus
- Familiarity with Microsoft Windows and Windows Server operating systems is preferred
- Ability to work in our Tucson office during business hours.
- Reliable internet connection at your home for on call shifts
- Fluent in English
- Fluent in Spanish is preferred
- Authorized to work in the United States
Working at Dearman:
- Competitive salary
- Small company with focus on employees
- High visibility in your role with opportunity for advancement
- Paid leave and holidays
- Health, dental, and vision insurance
- 401K and matching
Salary for this position is based on experience.
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- On call
Application Question(s):
- Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
Experience:
- Microsoft SQL Server: 1 year (Preferred)
- IT support: 1 year (Preferred)
- Microsoft Windows Server: 1 year (Preferred)
Ability to Commute:
- Tucson, AZ 85711 (Required)
Work Location: In person
