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Product Support Engineer- Level 1

2 months ago

Houston, Texas, United States Raptor Technologies, LLC Full time

Why Join the Raptor Pack?

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

  • 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

What will you do?

We are lookng to hire Product Support Engineers to help support our clients in back to school season. This will be a full time (40hrs), temporary position that will run from July 8th-October 31st. Strong preference for candidates located in the Greater Houston area as there will be in office training. As a Product Support Engineer – Level 1, you will be taking ownership and resolving any technical issues that our clients have. You will have a direct impact in ensuring our solutions are running efficiently to keep every student and all personnel in schools safe. This opportunity can potentially extend to a permanent position, which will be discussed towards the end of the engagement.

Job Duties & Responsibilities:

  • Support external users with the 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 cases
  • Adapt quickly to product and process changes in a fast-paced environment with multiple products and release cycles
  • Appropriately manage time and maintain a high level of availability to handle incoming calls
  • Handle a variety of hardware issues, including multiple models of scanners, printers, and all-in-one PC's
  • Understand and meet required KPI's for the Support department
  • Document Support cases for the following products: User Management, Visitor Management, Volunteer Management, and all hardware

What do you need to succeed?

Must Haves:

  • 1 year of related experience in a technical or customer service role
  • Creative thinking to resolve issues
  • Above average written and verbal communication skills
  • A passion for customer service
  • Time management skills in a virtual workforce environment (working from home)
  • A stable internet connection in a private environment

Nice to Haves:

  • Associate's Degree in Information Technology, or relevant certifications
  • Prior experience with Microsoft Word/Excel/Teams/Outlook
  • Prior experience with Salesforce, or other CRM software
  • Prior experience in a Windows 10/11 environment
  • Prior 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.
  • Workplace flexibility.

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 52,000 K-12 schools globally, 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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