Technical Support Specialist – Tier II, Radius Mapping

This is a fully remote position, open to applicants in Missouri, +3 more states.

📋 Description

• Provide daily assistance to our customers utilizing the Zendesk Product Suite to respond to and resolve customer inquiries within the designated shift, or by documenting and transitioning issues to the subsequent shift to ensure timely resolution.

• Serve as a representative of RapidDeploy to a diverse customer base, ensuring a positive interaction with the RapidDeploy support team, ultimately enhancing customer satisfaction (CSAT) scores.

• Acquire comprehensive knowledge of all RapidDeploy product offerings, keeping up-to-date with new functionalities and versions as they are launched to effectively address support tickets promptly and ensure customer satisfaction.

• Analyze operational challenges using tools such as Application Insights, Datadog, and FullStory to facilitate timely resolutions to issues.

• Advocate for bugs and feature requests to the Product and Engineering teams for consideration and prioritization, ensuring all relevant information is included to promote swift resolutions.

• Escalate urgent and high-priority issues as needed, adhering to established escalation protocols by following the appropriate chain of command.

• Communicate effectively with other organizational members to convey essential information promptly and accurately.

• Participate in weekend and holiday on-call rotation schedules as required.

• Collaborate proactively with Support team members to meet and uphold established SLA and KPI metrics to ensure operational success.

• Attend and engage in weekly team meetings, collaborating with others to foster ideas and solutions that contribute to company success.

• Join cross-team meetings during your shift to cooperate on reported issues and prioritize accordingly.

• Contribute to the vision and mission of RapidDeploy by assisting with other assigned tasks, as the Company is rapidly growing and competitive in a dynamic market environment.

⛳️ Requirements

• 4+ years of experience in a Technical Support environment.

• Proven experience adhering to established Support KPI and critical Technical Support SLAs (CSAT, Time to Resolution (TTR), First Response, etc.).

• Strong understanding of Cloud Software-as-a-Service (SaaS) offerings, enterprise software, and data analytics.

• Practical technical skills with a willingness to learn about products, engage with them, and provide recommendations for continuous improvement based on user value.

• Experience using tools such as Datadog and Application Insights, or equivalent, to troubleshoot technical support challenges.

• Demonstrated capability to provide outstanding customer care, both internally and externally.

• Proven ability to prioritize, communicate, and escalate software issues appropriately.

• Strong analytical and problem-solving skills.

• Ability to communicate effectively across various levels of experience/management, bridging the gap between technical and non-technical teams, and empathetically conveying customer concerns to other internal teams.

• Self-motivated, enthusiastic, proactive team player with innovative ideas, diplomacy, and tact.

• Experience working in an on-call status (evenings, weekends, holidays, etc.).

• Excellent interpersonal skills with the ability to collaborate across teams in both in-person and virtual settings to achieve business objectives.

• Ability to work independently while also collaborating within a cross-functional company that values diversity, equity, and inclusion among internal and external stakeholders.

• Public Safety experience is a plus.

🏝️ Benefits

• 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!