CENTEGIX CrisisAlert Platform for Safe Schools - Roles

CENTEGIX CrisisAlert Platform for Safe Schools - Roles

Customer Success Analyst

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 reque st 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 Customer Success Specialist, you are the face of CENTEGIX™ and will be the primary contact for our customers post onboarding. You will lead their testing execution and ensure the customer’s transition to “Go Live” is smooth. You will be interacting directly with our customers to ensure issues are resolved quickly and to their satisfaction. As a Customer Success Analyst provide ongoing education, and maintain our comp any’s reputation for high -quality service. 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: • Partners with the Onboarding Specialist during the Implementation phase to deliver a frictionless experience through system configuration, testing and support phase. • 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 the correction or adjustment and following up to ensure resolution • Assist with change, add or RMA questions and orders • Recommend potential products, services or enhancements to the Product and Innovation teams by collecting customer information and analyzing customer needs • Assist with renewal and retention activities • Work with leadership to establish processes for support and other departments to ensure a superb customer experience.

Requirements:

•

Proven customer facing experience

• Excellent problem solving and troubleshooting Skills • Strong phone contact handling skills and active listening • Familiar with CRM systems and practices • Knowledge of and experience with using Microsoft Excel, Word and PowerPoint or equivalent tools • Customer orientation and ability to adapt/respond to different types of customers • Excellent communication and presentation skills • Ability to multi-task, prioritize and manage time effectively • High school diploma or equivalent; college degree preferred • Customer Success team operates 7am to 7pm Monday - Friday, flexibility will be required based on business needs.

This position reports to the Manager, Customer Success.

TITLE:

Onboarding Specialist

REPORTS TO:

Manager, Customer Onboarding

CENTEGIX™ innovates technology to enrich and save lives. Our award-winning 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 audio and visual cues 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.

PURPOSE:

You have the opportunity to make a real difference! Join a passionate, technology savvy team with a mission that is truly life- saving. As an Onboarding Specialist, you are the face of CENTEGIX™ and will act as the primary point of contact for new clients, providing a high-touch onboarding experience for their CrisisAlert solution, from the initial introduction call, through the information collection, administrative and technical setup, to successful completion of their testing cycles and training of their end users. 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 l eadership to create and deliver the Customer Experience Strategy for CENTEGIX™ and provide input for continuous improvement across departments.

POSITION RESPONSIBILITIES:

• Onboard new customers, including training, account configuration support and launch readiness planning. Coordinate equipment installation with customer and Field Services team. • Create and lead Customer training sessions on using and configuring the CrisisAlert Platform, both virtually via webinars and onsite where required. • Partner with Customer Success Specialist to assist Customers with testing plans and ensure testing is scheduled, completed and issues resolved. • Create enablement materials to ensure your customers are leveraging the platform’s functionality to its fullest potential • Communicate regularly with sales team and partners to provide updates on onboarding status • Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions • Work with leadership to establish processes for onboarding and other customer lifecycle phases to ensure a superb customer experience.

REQUIREMENTS:

Strong project management skills

• • •

Training Experience a plus

Proven customer facing experience

• Strong experience with using Microsoft Excel, Word and PowerPoint or equivalent tools • Ability to multi-task, prioritize and manage time effectively • Excellent verbal and written communication skills, including leading meetings and presentations both in-person and virtually • Ability to multi-task, prioritize and manage time effectively

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

● Strong phone contact handling skills and active listening ● Familiar with CRM systems and practices ● Knowledge of and experience with using Microsoft Excel, Word and PowerPoint or equivalent tools ● Customer orientation and ability to adapt/respond to different types of customers ● Excellent communication and presentation skills ● Ability to multi-task, prioritize and manage time effectively ● High level understanding of the following technologies: IP Protocols (ICMP, UDP, TCP, ARP, Proxy ARP, DHCP); IP filtering and firewalls ● Experience troubleshooting Layer 1 / 2 Technologies including: ○ LAN Switching technologies including all Ethernet standards; Ethernet Layer 1 wire speed and duplex and, basic switch port configuration; ● Experience with Wireless technology (WiFi, Bluetooth, Zigbee, sub-GH) stacks

● Experience in the Linux environment. ● Knowledge of Python and Git, desirable ● Experience working in Network Operations Center environment