Technical Analyst – Zuercher

Zuercher Technologies is seeking a self-starter with a passion for helping others, protecting our communities and an aptitude for critical thinking and technical problem solving. We count on our Technical Analysts to deliver both qualitative and quantitative insight to our customers and implement technical solutions to help them continue to do their job safely, timely and efficiently. By providing constant support to our customers, we identify areas for process improvement allow us to not only deliver for them, but the communities they serve.

Here, you get the opportunity to visit your customers in their own worlds – sit with a 9-1-1 dispatcher or ride along in a patrol car. Some days “support” will mean helping a supervisor build a report on crime trends and some days it means riding around with an officer to troubleshoot the software in his patrol car. There’s a whole organization backing you – software developers who will investigate and fix bugs, product managers you can talk to about what would make our software more efficient and a variety of experienced people who can help you track down tricky issues and teach you some new skills in the process.

Here’s an overview of the tasks and responsibilities:

• Gain a thorough understanding of our software products
• Develop an understanding of our customers (public safety agencies such as police, sheriffs, dispatch, and corrections) and their workflows
• Deliver outstanding customer service via phone and email by providing solutions to customers’ software and hardware questions and issues
• Assist customers in software and hardware installation, configuration, and troubleshooting
• Gather detailed information from customers and document/relay to other team members so that issues can be efficiently investigated and resolved
• Prioritize customer issues; communicate progress as you work to resolve them in a quick timeframe
• Build and maintain strong working relationships with customers
• Work with a wide range of disciplines and personalities, both internally and externally
• Participate in after-hours on-call rotation
• Be available to travel up to 20% to customer agencies to perform on-site support and build customer relationships

Interested? Here’s what we need from you:

• Outstanding customer service skills and personal interaction/interpersonal skills
• Excellent oral and written communication skills, including ability to effectively gather and communicate details and explain technical concepts to non-technical audiences
• Ability to learn new applications and processes quickly
• Passion for technology; eager to learn new software, technologies, devices, etc.
• Strong analytical and problem-solving skills – this is not a call center, there are no scripts
• Ability to adapt quickly to changing business and customer needs, maintaining a high degree of flexibility
• Self-motivated, detail oriented, and organized
• Based at the Zuercher office in Sioux Falls, SD

Bonus points for:

• 2+ years working in Technology, Public Safety, Sales or Customer Service
• Associate’s or bachelor’s degree in a technology-related field
• Highly organized and detail-oriented approach to day-to-day operations
• Advanced experience with Microsoft Office tools and proficiency working with Word templates and document styles
• Previous experience addressing software and/or hardware issues
• Previous experience in software installation, technical support, software training or IT

What we offer in return for all your great skills:

• Competitive salary
• 401K with employer match
• Unlimited PTO plus 10 holidays
• Medical, dental, vision insurance
• Flex Spending Accounts
• Health Savings Account with employer contribution
• Employee discounts (movies, gym, and more)
• Tuition reimbursement
• Annual onsite flu shots (Employer Paid)
• Daily catered lunch and self-serve breakfast
• Free soft drinks and snacks
• Casual work environment

What’s exciting beyond that?

• Opportunity! Zuercher has a comprehensive, technically advanced product and service solution with significant national momentum, so there’s plenty of opportunity for success in this role.
• Stability! Zuercher is part of TriTech Software Systems and is TriTech’s go-forward strategy for the small to mid-sized tiers of the public safety market.
• Support! We have a very talented team of demo specialists, proposal and RFP writers, and more, so you’ll have the support you need to get the job done.

Zuercher is an Equal Employment Opportunity/Affirmative Action Employer: Minority/Female/Disability/Veterans/Sexual Orientation and Gender Identity