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About Ativion

At Ativion, we come to work each morning knowing that we are creating the best technological solutions designed specifically to keep people, devices and the connections between them safe, productive, and effective. 

 In our digital world, secure connections are fundamental to effective education and a productive workforce.   In the classroom, in an office, in a hospital or in any remote environment, our users count on Ativion to make millions of swift, secure and seamless connections every day. 

 Since 2002, Ativion has worked with schools and organizations across the globe. In 2021, Ativion acquired Netop, a market-leading classroom management and remote access software company, as well as ContentKeeper, a global leader in web filtering for education. Today we work directly with technical teams, schools, MATs, and Fortune 500 companies in more than 90 countries.  

Together, we’re developing a future where we can all be safe and productive online. Take a look at the products we offer at www.ativion.com to get a better understanding of our scope of technological solutions.

Role Responsibilities

Job Duties:

•Work to continually improve the quality of customer support and services
• Support the existing user base to ensure all customers are professionally serviced in a timely manner
• Manage phone, chat, and ticket queues
• Respond to system alerts
• Deal with escalated technical support tickets in line with company SLAs
• Troubleshoot customer issues, recreating incidents and identifying root cause

 

Professional Expectations

  • Follow the general operating procedures outlined in the "General Support Processes and Procedures" documentation
  • Proactively communicate ticket status to customers for all open issues
  • Maintain clear, concise and complete ticket documentation for customer requests
  • Know and follow company and department protocols at all times
  • Continuously develop product knowledge and applicable use in the industry
  • Know and maintain technical knowledge of products, services, and technologies that the company supports
  • Know and maintain professional knowledge of the Web Security market and competitive products
  • Provide management with frank and fearless advice and feedback
  • Other duties as directed

Required Qualifications

• Educational Technology background
• CCNA or equivalent networking experience
• Experience with Linux
• Strong understanding of directory services (i.e. Active Directory, LDAP, Google Directory)
• Experience with MDM solutions (i.e. JAMF, Mosyle, Filewave, Meraki, Intune)
• Experience with Google Workspace
• Exceptional written and oral communication skills are essential, customer focus, and ability work with both technical and non-technical people
• Hardware investigation and troubleshooting skills
• Understanding datacenter infrastructure best practices
• Previous experience with web filtering products

This is a remote, USA based role. Working hours are 8am – 5pm however there may be some flexibility around this depending on customer requirements.


This is a full-time permanent position. 

*** STRICTLY NO AGENCIES ***