Technical Support Specialist - Tier 1

Company Overview

​At 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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Focusing on the RapidDeploy product line 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. With a curated partner network, our platform combines 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. Our products improve outcomes and ultimately save lives.

Job Description

Reporting to the Head of Support, the Tier I Technical Support Specialist is responsible for being the first line of support for customers and internal teams reporting issues and questions regarding the RapidDeploy product offerings.  This role will work both individually and with other members of the Support organization to identify, troubleshoot and resolve support tickets within their scheduled shift or by reporting and transitioning the problem/issue to the next shift.  This person will bring experience in customer support or software technical support to deliver the best user experience for our customers.  Previous experience in the public safety arena is a plus. 
 

Essential Job Functions:

• 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 so as 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. 

• Basic technical skills with the inquisitiveness to learn products, work with them, and provide recommendations to drive continuous improvement based on user value

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