Senior Technical Support Representative, Motorola Solutions

• Rave is seeking a self-motivated, professional Technical Support Engineer with strong technical software skills
• You should be passionate about improving public safety, innovative technology and providing a great customer experience to our clients
• The successful candidate should have a track record of working directly with a wide spectrum of customers while resolving complex issues in a fast-paced environment
• 3+ years supporting customers on enterprise SaaS platforms
• Basic knowledge of web services/web technology (HTML, XML)
• Basic understanding of SMS networks and mobile applications
• Basic understanding of TCP/IP, DNS, DHCP, IP subnets
• Intermediate to advanced CSV/Spreadsheet manipulation skills
• Experience in API, SFTP, SSO, support ticketing software (i.e. Zendesk, etc)
• Ability to work independently and collaboratively as needed
• Excellent investigative and troubleshooting skills
• Excellent verbal and written communication skills, ability to work under strict deadlines and interact with customers of varying experience levels
• Demonstrated ability to research and resolve problems using a variety of tools
• BA/BS degree required (CS/MIS or technical field preferred)
• Bachelors Degree with 3+ years supporting customers on enterprise SaaS platforms

Desirable

• Rave’s support team is expanding to ensure that our life-saving products are working in the best way possible for businesses and communities throughout the country
• We continue to experience tremendous growth—and we want to talk to you
• Our award-winning products are widely recognized as helping to foster quick, relevant, and actionable communication during times of high stress and crisis
• The Technical Support Engineer will play an integral role in the success of the Rave Services team as the expert in troubleshooting and guidance of all Rave products
• Primary responsibilities include, but are not limited to:
• The ability to learn and support multiple products in a fast paced environment while continuing to expand upon your product knowledge
• Basic to complex troubleshooting of Rave’s suite of notification software products
• Responding to support requests (support tickets) for assistance in a timely and professional manner via email, screen sharing and phone
• Troubleshooting a broad range of technical issues on Rave’s SaaS platforms
• Managing time and expectations appropriately to meet multiple conflicting deadlines
• Ability to reprioritize support tickets on the fly
• Conducting training on various Rave Products and Services
• Participation in on-call rotation
• Act as liaison between the customer and internal Rave escalation teams
• Constantly drive improvements in process and policy across Rave