Technical Success Administrator – Emergency Call Management

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• This position is for a Technical Success Administrator, concentrating on Emergency Call Management (ECM) within the CCSW Technical Success Team.

• The role entails promoting ECM Hybrid-Cloud adoption by ensuring the activation and thorough integration of cloud-based products and components, allowing them to operate smoothly with the agency's infrastructure and workflow.

• The System Manager will support delivery configuration and workflow optimization while engaging in technical administration partnership and coaching.

• The Technical Success Administrator - ECM will offer advanced technical support for Public Safety software solutions in a dynamic environment and will serve as an escalation point for customers experiencing low or no adoption.

• A solid understanding of desktop support, networking (including router and switch configuration and troubleshooting), telephony hardware, Telco knowledge, software application support, and diagnosing complex system architectures is essential.

• Must be proactive in researching, troubleshooting, comprehending customer workflow requirements, and demonstrating solutions.

• Responsible for resolving post-deployment, non-break/fix Ad-Hoc ECM Service Requests.

• Identifying low-usage warning signs and eliminating underlying technical barriers.

• Configuration and Workflow Tuning across the ECM cloud suite and the legacy Vesta 911 product used in Vesta Hybrid environments.

• Advanced mapping configuration to incorporate supplemental data layers, floor plans, and other functionalities to maximize situational awareness for Users.

• Providing remote and keyboard-side coaching to enhance Customer Administrator proficiency and foster system management independence.

• Overseeing and nurturing our relationship throughout the duration of the customer engagement.

• Ensuring that customer satisfaction objectives are achieved both with internal business partners and externally with the customer.

• Acquiring and coordinating any necessary internal resources to drive results.

• Remotely diagnosing customer issues and facilitating incident management as needed.

• Willingness to travel within the US and Canada if onsite presence is required.

⛳️ Requirements

• Bachelor’s degree in Computer Science (or a related field) or equivalent work experience.

• 4+ years of customer support experience.

• 3+ years of IT support experience.

• Excellent written and oral communication skills. (Fluent in English, both oral and written).

• Strong soft skills, interpersonal communication, and problem-solving abilities.

• Capability to manage stressful situations and troubleshoot critical issues while maintaining effective communication with the Customer and Motorola Management.

• Familiarity with both Analog and Digital Telephony.

• Microsoft MCSE or equivalent experience.

• Cisco CCNA certifications or related experience.

• Extensive installation, configuration, and troubleshooting experience with Windows Server 2008, 2012, Windows 7, and Windows 10 Operating Systems.

• Experience with Windows Domain architecture/integration/Active Directory.

• Experience providing Linux/UNIX technical support to customers.

• Experience troubleshooting various server and desktop hardware issues.

• Experience with Servers (Dell and HP).

• Experience troubleshooting LAN/WAN.

• Experience with VOIP applications.

• Experience troubleshooting third-party application integration.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• and more!