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FirstWatch is a small company with a big commitment to those who depend on us. Our customers (EMS, fire, police, public health, and hospitals) provide the essential safety net for people throughout the US and Canada. These customer/partners literally have lives in their hands every day. Our team members enjoy our fast paced, innovative and fun culture that’s laser focused on meeting the needs of our customers so they can take good care of their communities. If you’re people-oriented, kind, able to learn new things quickly, and love being part of a small, hard-working, intensely cohesive team doing big things then we’d love to see if there’s a place for you on our team.


Open Positions

Job Description

Do you dream of working in sunny San Diego, CA where skies are blue most of the year and the ocean is minutes away. Where you can have lunch with your toes in the sand, while a gentle breeze brushes through your hair. Would you like to work with people you can call family? Do you enjoy being a great partner and taking care of the community? How about knowing the work you’re performing helps the people within emergency service agencies provide quality services to our communities? If you’d like to be a part of the FirstWatch family, continue reading about a position we have available for you…

Summary:

Joining the Customer Care team, this position provides organizational and clerical support for the Director of Customer Care and the department by coordinating meetings and organizing ongoing projects. This individual should be driven, forward thinking and able to articulate project status to all levels. This person needs to learn quickly and demonstrate proficiency with various software tools, acronyms and processes. To be a successful, you will need to be able to work against tight deadlines, coordinate special projects and deal with a diverse group of important external and internal contacts at all levels of the organization. Independent judgment is required to plan, prioritize and organize a diversified and changing workload

The most qualified aspirant for this role will have experience assisting within a busy customer service environment. This position also requires understanding of office productivity applications such as Microsoft Office suite and Windows operating systems. Anyone that might fit well at FirstWatch must be reliable, flexible, people-oriented, friendly, patient, fast learning, quick thinking, illustrate initiative, and responsibility. A high-quality productivity level within a fast-paced environment is a necessity.

The best personality fit is someone who LOVES providing our customers, both internal and externally, great and honest customer service.

Responsibilities:
· Assists with initial client discussions relating to contractual obligations, data source integrations or product implementation
· Coordinates meetings between the Director of Customer Care and internal and external customers
· Maintains, coordinates and monitors project plans and schedules for Customer Care Team
· Ensures projects adhere to frameworks and all documentation is maintained appropriately for each project
· Facilitates follow up calls and meetings in accordance with our standard FirstWatch guidelines
· Documents notes during meetings both internally and with customers
· Performs project communication and documentation regarding status of projects
· Documents correspondence with clients and related activities in the FirstWatch Customer Relationship Management (CRM) systems and Monday.com
· Performs pro-active client outreach initiatives to ensure clients are utilizing their FirstWatch system and sharing best practices
· Assists with customer account setup and verification within FirstWatch applications
· Performs administrative and clerical tasks
· Some off-site work and/or travel may be required
· Performs other duties as assigned

Education:

· Associate’s degree or minimum of 3-years equivalent working experience with an emphasis in Project Management or related field.

Preferred Skills:

Technology:

· Microsoft Office Products, Windows Operating Systems, Customer Relationship Management (CRM), Team Foundation Server (TFS), Office equipment, Monday.com

Customer Service:

· Customer service oriented
· Good time management skills to plan and prioritize workload and demands
· Build strong relationships with customers internally and externally and retain their confidence and respect
· Customer-focused and an active listener who consistently delivers on commitments within deadlines
· Effective written and verbal communication skills with careful attention to detail
· Strong interpersonal skills and strong sense of personal accountability
· Ability to work within a data-driven organization, particularly with respect to the ability to solve complex problems and issues in a pragmatic way
· Ability to function effectively in a fast paced and changing environment with multiple priorities and objectives

Other skills and attributes:

· Flexible, self-driven, resourceful, work at several tasks simultaneously, astute, work independently, work under pressure, results oriented
· Desired experience in Public Safety/Public Health related fields with a strong emphasis in use of Computer Aided Dispatch, Electronic Patient Care, Data Analysis Tools, and Syndromic Surveillance Applications.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

– While performing the duties of this job, the employee routinely is required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch.
– The employee is occasionally required to move around the office.
– Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
– May require travel dependent on company needs.
– The employee may occasionally lift and/or move up to 30 lbs.
– Can work under deadlines.

This job description is not a comprehensive listing and is subject to change at any time and will include other tasks and duties as assigned.

Company Description

FirstWatch is a small software company started in 1998 with a big commitment to those who depend on us. Our motto is “Helping the Helpers”, and we are genuine, caring, and have a can-do approach. Our customers (EMS, fire, police, public health, and hospitals) provide the essential safety net for people throughout the US and Canada. These customer/partners literally have lives in their hands every day. Our team members enjoy our fast paced, innovative and fun culture that’s laser focused on meeting the needs of our partners so they can take good care of their communities. If you’re people-oriented, kind, able to learn new things quickly, and love being part of a small, dedicated, hard-working, intensely cohesive team doing big things then we’d love to see if there’s a place for you.

Job Description

Do you dream of working in sunny San Diego, CA where skies are blue most of the year and the ocean is minutes away. Where you can have lunch with your toes in the sand, while a gentle breeze brushes through your hair. Would you like to work with people you can call family? Do you enjoy being a great partner and taking care of the community? How about knowing the work you’re performing helps the people within emergency service agencies provide quality services to our communities? If you’d like to be a part of the FirstWatch family, continue reading about a position we have available for you…

Summary:

Under the direct supervision of the Director of Operations this position provides administrative and clerical support for the Director of Operations and the department. In addition to typing, filing and scheduling, performs duties such as record keeping, coordination of meetings and conferences, coordinating direct mail and working on special projects. Also, answers non-routine correspondence and assembles highly confidential and sensitive information. Deals with a diverse group of important external callers and visitors as well as internal contacts at all levels of the organization. Independent judgment is required to plan, prioritize and organize a diversified workload.

The most qualified candidate for this role will have experience assisting within a customer service environment. This position also requires understanding of office productivity applications such as Microsoft Office suite and Windows operation systems. Anyone that might fit well at FirstWatch must be reliable, flexible, people-oriented, friendly, patient, fast learning, quick thinking, illustrates initiative and responsibility. This person will LOVE providing our customers, both internal and externally, great and honest customer service. A high quality productivity level within a fast paced environment is a necessity.

Responsibilities:

  • Performs administrative and clerical tasks.
  • Assists with initial client technical and operational discussions relating to data source integration.
  • Assists with project communication and documentation regarding status of projects.
  • Facilitates follow up calls and meetings in accordance with our standard FirstWatch guidelines.
  • Scribing notes during meetings both internally and with customers.
  • Assist with testing and documenting customer’s remote connectivity and verifying read-only data source connectivity.
  • Performs documentation of client profile information in our master reference system and all associated client contacts for support matrix.
  • Assist with pro-active client outreach initiatives to ensure clients are utilizing their FirstWatch system and sharing best practices.
  • Documents correspondence with clients and related activities in the FirstWatch Customer Relationship Management (CRM) systems.
  • Assists with documenting new feature and functions relating to system enhancements or modifications.
  • Assists with overseeing and management of tasks related to project completion.
  • Assists with management of support renewals and follow up with clients relating to maintenance payments.
  • Assists with basic troubleshooting, documentation and testing of customer Triggers, reports and views.
  • Assists with customer account setup and verification within FirstWatch applications.
  • Some off-site work and/or travel may be required.
  • Some projects may require after-hours support.
  • Perform other duties as assigned.

Credentials:

  • Education: High School diploma with 1 – 4 years or equivalent experience.
  • Technology: Microsoft Office Products, Window operation systems, office equipment

Preferred Skills:

  • Work independently as well as in a collaborative environment.
  • Customer service oriented
  • Communication skills – written, verbal and presentation
  • Planning, calendaring and organizing
  • Prioritizing
  • Problem assessment and solving
  • Information gathering and monitoring
  • Attention to detail and accuracy
  • Flexibility and adaptability
  • Computer skills and knowledge of relevant software
  • Knowledge of operation of standard office equipment
  • Knowledge of clerical and administrative procedures and systems such as filing and record keeping

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee routinely is required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch.
  • The employee is occasionally required to move around the office.
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • May require travel dependent on company needs.
  • The employee may occasionally lift and/or move up to 50 lbs.
  • Can work under deadlines.

This job description is not a comprehensive listing and is subject to change at any time and will include other tasks and duties as assigned.

Apply Now

To apply, send cover letter and resume to jobs@firstwatch.net.

Please, no recruiters or headhunters.

Apply Now