Company OverviewAt Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewFocusing on the RapidDeploy product line, a leading cloud-native platform for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. Our platform, combined with a curated partner network, integrates mobile signals, critical datasets, and call information into a single operating system, improving emergency response with location accuracy, situational awareness, modern communications, and actionable insights. Ultimately, our products improve outcomes and save lives.
Job DescriptionRapidDeploy is seeking a motivated Technical Support professional to deliver exceptional customer care, manage Zendesk inquiries, and troubleshoot cloud SaaS solutions. In this role, you will collaborate across technical and non-technical teams, monitor critical SLA metrics, and leverage data analytics tools to resolve complex software issues.
Responsibilities- Provide day-to-day support to our customers using Zendesk Product Suite to answer and resolve customer inquiries within the scheduled shift or by reporting and transitioning the issue to the next scheduled shift so that the issue/problem is resolved timely.
- Act as a representative of RapidDeploy to customers of diverse backgrounds, ensuring a positive experience with the RapidDeploy support organization, ultimately driving positive CSAT scores.
- Develop in-depth knowledge of all RapidDeploy product offerings, staying on top of new functionality and versions as they are released to effectively and efficiently resolve all support tickets timely and with customer satisfaction.
- Investigate operational issues using tools such as Application Insights, Datadog and FullStory to drive issues toward timely resolution.
- Promote bugs and feature requests to the Product and Engineering teams for review and prioritization, ensuring all necessary information is included to strive for quick resolution.
- Escalate urgent and high-priority issues as necessary, following established escalation procedures by following the appropriate chain of command.
- Effectively communicate with other members of the organization to relay vital information timely and accurately.
- Participate in weekend and holiday on-call rotation schedules as required.
- Proactively work with the members of the Support organization to achieve and maintain established SLA and KPI metrics to support operational success.
- Attend and participate in weekly team meetings, collaborating and working with others to promote ideas and solutions supportive of driving company success.
- Participate in cross-team meetings that occur during your shift, to collaborate on reported issues and drive priority.
- Contribute to the vision and mission of RapidDeploy by helping and performing other tasks as assigned, as the Company is fast-growing, competitive and in a dynamic market environment.
Qualifications- 4+ years of experience within a Technical Support organization.
- Experience adhering to established Support KPI and critical Technical Support SLA's (CSAT, Time to Resolution (TTR), First Response, etc.)
- Solid Understanding of Cloud Software-as-a-Service (SaaS) offerings, enterprise software, data analytics
- Hands-on technical skills with the inquisitiveness to learn products, work with them, and provide recommendations to drive continuous improvement based on user value
- Experience using tools such as Datadog and Application Insights, or similar, to troubleshoot technical support issues
- Demonstrated ability to provide exceptional customer care, both internal and external
- Proven ability to appropriately prioritize, communicate and escalate software issues
- Demonstrate strong analytical and problem-solving skills
- Ability to communicate effectively across the experience/management spectrum, translate between technical and non-technical teams, and empathetically communicate customers' pain points to various other internal teams
- Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact
- Experience working in an on-call status (evening, weekends, holidays, etc.)
- Strong interpersonal skills with an ability to work across teams, both in person and virtual environments to achieve business objectives
- Ability to work independently, yet collaboratively, in a cross-functional company, supportive of diversity, equity, and inclusion among internal and external stakeholders
- Public Safety experience a plus
Target Base Salary Range: $75,000 - $85,000 USD
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
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Basic Requirements- 4+ years of experience within a Technical Support organization.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
- Must be able to obtain background clearance as required by government customer.
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
EEO StatementMotorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.
We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.
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