Raptor Technologies LLC

Product Support Specialist-Remote

Job Locations US-TX-Houston
ID 2021-1099
Category
Customer Support
Type
Regular Full-Time

Why Join the Raptor Pack?

 

Why join the Raptor Pack? 

  • You join the gold standard in school safety software 
  • You will join a company where innovation and customer collaboration are part of our everyday that drives new product development to help keep kids safe 
  • You will work with diverse teams with some of the best minds in the industry 
  • We are committed to supporting your learning 
  • We are committed to supporting a healthy work-life balance 

 

We are passionate about our mission ‘to protect every child, every school, every day’ 

 

What is the opportunity? 

Raptor Technologies is looking to add two individuals to our growing Product Support team. As a Product Support Specialist, you will be taking ownership of any technical issues that our clients have and come to a resolution. You will have a direct impact in ensuring our solutions are running efficiently to keep every student and every personnel in schools safe. In this position you can work 100% from home but if you are in the Houston area you are more than welcome to come into the office-it's your choice! 

What will you do?

What will you do? 

 

  • Support external users with operation of our software
  • Handle inbound and outbound phone calls to assist clients with software or hardware issues using remote assistance tools
  • Take ownership of issues reported/found with an emphasis on the need to research, troubleshoot, and identify software or process issues 
  • Deliver exceptional customer service while adhering to support policies and processes
  • Provide on-demand product training for new and existing clients through support tickets 
  • Adapt quickly to product and process changes in a fast-paced environment with multiple products and release cycles
  • Appropriately manage time and maintaining a high level of availability to handle incoming calls and tickets independently 
  • Handle a variety of hardware issues, including multiple models of scanners, printers, and all-in-one PC’s
  • Troubleshoot mobile device issues related to our mobile app(s), iOS and Android
  • Understand and meet required key performance driver metrics for the technical support department
  • Document issues appropriate and generate how to/troubleshooting articles based on that documentation for our internal and external Knowledge Base
  •  

What do you need to succeed?

What do you need to succeed? 

 

Must Have’s: 

  • Bachelor’s Degree in Information Technology or 2 years of related experience in a technical support role. Technical certifications and customer service experience may suffice in lieu of IT experience
  • Experience troubleshooting mobile devices, iOS and Android 
  • A+ certification and ability to pass an A+ style exam 
  • Above average written and verbal communication skills 
  • A passion for customer service 
  • Time management skills in a virtual workforce environment (working from home) 
  • Network+ certification is a plus 
  • Familiarity with Software Development Life Cycle (SDLC) is a plus 

 

Nice to Have’s: 

  • Experience working in a SaaS environment.

 

What’s in it for you? 

Besides being part of the Raptor Pack, we care about each other, making a difference in our communities and achieving a success that is mutual. 

  • Career advancement opportunities 
  • Exposure to strong mentorship and leadership 
  • Professional development reimbursement 
  • Flexible paid time off 
  • 10 Paid holidays plus winter break 
  • Workplace flexibility 
  • Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 
  • 401(k) employer contribution to help you plan for the future 

 

Raptor Technologies is an Equal Opportunity Employer and embraces diversity of every kind. 

 

Company Overview 

How did Raptor become the nation’s leading provider of integrated school safety solutions? It started when we had the vision to build the first web-based visitor management system designed specifically for K-12. That system, Raptor Visitor Management, is now trusted to protect more schools than all other K-12 visitor management systems combined. Today, Raptor is trusted by over 35,000 K-12 U.S. schools, representing more than 5,000 districts. Every school day, Raptor screens over 350,000 visitors, flags 75 sex offenders, and alerts schools of 150 child custody issues.  

 

But we didn’t stop there, Raptor has grown into a fully integrated school safety software suite that enables schools to not only screen visitors, but also screen and track volunteers, report on drills, respond to emergencies, and reunite families.  Raptor Technologies is setting the standard for school safety by carrying out its mission to protect every child, every school, every day. 

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