2Nd Line Product Support Engineer - Remote

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?
Job Duties & Responsibilities:

• 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
• Understand and meet required key performance driver metrics for the technical support department
• Supports the full product suite for Raptor

What do you need to succeed?

• Bachelor's Degree in Information Technology or 2 years of related experience in a technical or over the phone customer service role
• A+ certification is preferred
• 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 preferred
• Proficiency with Salesforce CRM
• Experience with ticketing systems is a plus

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
• Uncapped commission potential
• Exposure to strong mentorship and leadership
• Professional development reimbursement
• Flexible paid time off
• Paid maternity/paternity leave
• Pet insurance
• 11 Paid holidays
• 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 OverviewHow 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.
Min Salary
USD $40,000.00/Yr.
Max Salary
USD $50,000.00/Yr.